Non-invasive Integration
In today's business environment, customer experience is key to success. However, delivering on the customer experience promise can only occur if the systems, processes and applications in use by your customer service personnel are up to the task. The existing infrastructure may be more than sufficient, but if the systems and applications are misaligned or disconnected, your customer service efforts will come up short. If your customer service environment is complex and complicated, your customer service representatives (CSRs or agents) spend more time struggling with processes and system chaos than they do delivering superior service.
Jacada® Fusion is a non-invasive process optimization platform
designed to increase agent productivity and improve the customer experience – without requiring
any modifications to existing business applications. A suite of optimization solutions including
Jacada Fusion leverages your current IT environment and in-place assets, so you don't have to "rip and replace" your current systems. Solution design and implementation is handled by business-aligned experts, in a period of a few weeks or months, not in the years usually seen in expansive system overhaul projects. Typical ROI is 12 months or less.
Solution Capabilities
- Cross-system automated logon
- Source data provided for intelligent in-call customer views
- Workflow and process automation
- Increased up-sell/cross-sell potential
- Integration of adherence, compliance and alerts
- Improved call wrap-up and dispositioning
Our non-invasive integration solutions include these products:
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