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The only product of its kind delivering a true managed agent desktop to improve customer service. Most agent desktop or enterprise unified portal solutions when applied to Customer Experience present a fragmented or siloed set of events that leads to continued gaps in information and disappointing, incomplete results and customer interactions. Adaptive Engineering’s Portico™ focuses exclusively on the agent desktop and agent experience across the call center and enterprise, presenting information to each user in a relevant and meaningful way. Our technology is designed to be administered by business users who frequently need the ability to update and maintain the agent experience in a timely, repeatable manner. The result is a powerful customer experience and productive interactions, making agents more efficient and their work more enjoyable. Portico™ is purpose-built to enhance customer contact interaction management across multiple sites, channels and modalities securely. Our customers do not rip out or replace existing systems, nor are they locked into a single vendor platform. Instead, they can have meaningful engagements and increase operational excellence with gained efficiencies led by the latest innovations. Because Portico™ enables you to get in touch with the right information through the most appropriate method, business processes are accelerated. And you don’t have to be in the office to make it happen; employees are no longer bound by geography. Through virtualization businesses gain efficiencies through realized reduction in facilities costs, the ability to leverage skilled knowledge base and talent, and improved collaboration of resources, saving our customers time and money. Portico ™ Attribute-Based Engine and Presence: Portico™ enables information to be presented based upon user attributes and aggregated Rich Presence across multiple modalities. For example, an expert in the call center may need access to persisted information based on her specialty. Based upon her location and role this information is presented to her through an inviting user experience at the time she needs it. Secure, Managed Access: Portico™ provides easy-to-use tools to manage access to products, services and information over the enterprise. The purpose is to accelerate the stream of transactions and information within an organization in a real-time, meaningful way. Interactions are 256-bit encrypted and users are authenticated with the option for enterprise Single Sign-On. Software-as-a Service (SaaS) options are also available. Highly Configurable: Portico™ is designed with user-friendly flexibility that presents all of the useful features and functions in a highly configurable way, resulting in an application with near zero-day training and higher levels of user adoption at implementation. Common Tools: Portico™ supports a common set of tools that allow a business user to easily manage the flow and distribution of content on a real-time basis. The results are seen in an increased ability to serve customers in a timely fashion while reducing costs. Enterprise Architecture: Portico™’s architecture utilizes centralized server-side control, client, and virtualization. This highly optimized hardware utilization and Service Oriented Architecture (SOA)-based environment has proven to be both stable and flexible and reduces infrastructure cost and maintenance over time, saving our customers time and money.
