Unified Desktop main goal is to accelerate the creation, and consolidation, under a Unified Front End, of business processes supporting customer care interactions, increasing efficiency and reducing costs along with leveraging the quality of customer support.

Why?
· Consolidate in one unified interface all business processes used in Customer Care touch points.
· To have an "independent" interface from back-end systems
· To develop processes with automatic validations (avoid human error)
· To be able to use the same services or adapt them to similar processes in different channels (Stores, Call Centre and Self Care)
· Competitive an short time-to-market

Impacts on Business
· Increase efficiency on customer care service level (reduce handling time and after contact work) as well as first call resolution metrics
· Enhance Quality based on better accuracy of customer profile
· Increase potential sales by creating cross selling opportunities
· Reduce costs and leverage ARPU

Goals
· Consolidate Customer information
· Reengineer and simplify business processes (process oriented approach), focused on customer mindset and language
· To design and define processes based on usability concepts
· Facilitate the replacement of the back-end systems and integration of new ones
· Basic and simple approach: easy to learn, easy to use and easy to pass over to others

Value-added Combination With WorldManuals
· Device and Topic driven access to the WorldManuals Processes and Solutions.
· With Consolidated Customer information and context base processes, WorldManuals processes are leveraged to a new level of interaction by providing a whole range of information and rich user-friendly features.
· This combination solutions reduces agents handling time, improve problem resolution, avoid agent frustration and increase both agent and customer satisfaction.

About CelFocus
Established in 1989, Novabase is the leading Portuguese company in IT business solutions. Its turnover was €241 million in 2009.
With more than 1,850 employees in 2009, Novabase operates in markets which include Financial Services, Telecommunications & Media, Government & Healthcare, Energy & Utilities, Transportation & Logistics and Manufacturing & Services.
Its main areas of business are the following: Consulting, Infrastructures and services for Digital TV. It also has a corporate venture business known as Novabase Capital.
Novabase has been listed on the Euronext Lisbon stock exchange since July 2000.

Click to learn more about Novabase.