Dispatch centers and call centers using
Matrox PowerSpace

Dispatch and call center agents use their workstations so extensively, it is essential that their applications and tools are configured for maximum efficiency.

In dispatch centers and call centers, which typically utilize two or three shifts of employees, "seat-sharing or hot-desking" is common practice. Matrox PowerSpace can not only increase productivity, but it can also boost employee morale and lower attrition in these types of environments.

With Matrox PowerSpace software, dispatch and call center agents can create virtual desktops to suit their preferences and customize their workspace to the way they work. Each time an agent logs in to a shared workstation, the corresponding workspace with pre-configured application locations and preferences are automatically launched. This not only eliminates the need for agents to adjust desktop settings and application windows each time they login, it also creates the feeling of having a dedicated or allocated workspace personalized to their needs and preferences; resulting in agents that are as productive as possible, calls that are queued and processed as quickly as possible, and excellent levels of service to callers.

For example, an emergency dispatch agent may choose to have standard operating procedures and other supporting information in the first workspace, call tracking or GIS data applications in the second workspace, emergency dispatch applications in the third workspace, and an incident detail reporting tool in the fourth workspace. An inbound customer care call center agent may choose to have Microsoft Internet Explorer® and Outlook® in the first workspace, Microsoft Word® and PowerPoint® in the second workspace, call logging or reporting tools in the third workspace, and Web chat & collaboration software in the fourth workspace.