Aheeva Flex Agent Desktop

The unified, AI-powered workspace that puts every customer journey—and the right tools—on one screen.

Overview

Why Choose Aheeva Flex Agent Desktop

Aheeva Flex centres the customer by giving agents an uncluttered desktop that surfaces the full journey, real-time AI guidance, and omnichannel controls side-by-side. With context and actions in a single view, agents resolve enquiries faster, deliver more personal service, and spend less time tab-hopping.

Main Features

Unified Workspace

See calls, chats, e-mails, social messages and CRM data in a single, customisable layout. With a modular design to fit each workflow.

Customer Journey Timeline

Instantly view the customer’s entire interaction history—including sentiment trend and last-interaction notes—so every conversation starts with context.

Real-Time AI Assist

Live transcription (or post-call batch), automatic call/interaction summarisation, intent detection and sentiment scoring appear as the conversation unfolds—plus one-click knowledge-article suggestions.

Omnichannel Sidebar

A compact sidebar lists all active and waiting interactions. Hover to “peek” message content without leaving the current task; click to pop any channel into focus.

Adaptive Softphone & Quick Controls

Collapse the softphone to a header mini-bar or expand it as a full panel; state-change, consult, transfer and recording controls stay one click away.

Built-in Diagnostics

Agents can test microphone, speaker, camera and network health directly from the desktop, cutting IT tickets and start-of-shift delays.

Secure Wrap-Up & Disposition

Auto-fill suggested dispositions from AI output, add wrap-up notes, and push everything to CRM with one save action.

Ultimately, all the above advantages contribute to improved customer satisfaction by enabling more personalized, efficient, and consistent service.

Architecture Highlights

Web-based, WebRTC native – no local install; works on any modern browser and headset.
Micro-services & REST/DB API layer – plug in external data, knowledge bases and AI engines without code changes.
Resilient agent-state recovery – agents stay on the call even if CTI drops, with automatic re-sync once service is restored.
TLS/SRTP & role-based access – enterprise-grade security and compliance.

Ready to empower every agent?

Talk to us about deploying Aheeva Flex Agent Desktop in the cloud, on-prem or hybrid—and licence it the way that fits your business.