Contact Center Unified Desktop
Customer service is a key differentiator for your organization, a critical crossroads with your
customers, where interaction and satisfaction must meet and combine to insure a superior customer
experience. Jacada leverages our proven technology to enable a more profitable and successful
customer experience.
Your customer service representatives (CSRs or agents) are on the front lines in the battle for your customers, faced with a chaotic mix of disjointed applications, systems and tools in their efforts to serve the customer. This leads to inefficiency, counter-productivity and operational drag. CSRs spend more time logging into applications, navigating through complex screens, searching for the right answer, struggling to remember processes and dealing with redundant data entry, than they do focusing on the customer's needs.
The Jacada® WorkSpace unified desktop suite is an optimization framework solution that directly addresses these contact center issues. Jacada WorkSpace is a cohesive interface to all of the underlying applications and tools required by the CSR for effective customer interactions. Jacada WorkSpace integrates across multiple channels of communication and allows your CSRs to concentrate on the customer interaction rather than the navigation of the contact center desktop applications and complicated systems.
Contact Center Unified Desktop Solution Features
- Cross-functional automated logon
- Task-based user interface
- Built-in multi-tab/drill-down navigation and application nesting
- Collapsible/expandable intelligent views
- “Free Text” complete-as-you-go search
- Inherent document/knowledgebase search capabilities
- Auto-populated customer information portlets
- User-level desktop personalization
- Business analyst view of tasks and flows
- Pre-built industry views and updatable data models
- CTI support
- Real-time alerts and messaging
- Automated data entry and data transfer
- Rules-based interaction management tools
- Interaction timeline
- Help-on-Hand feature
- Integrated softphone
- Audit trails and compliance monitoring
- Analytical reporting components
Contact Center Unified Desktop Solution Specifications
- Completely non-invasive
- Browser-based thin-client
- J2EE application-based
- Web 2.0 compliant including AJAX and RSS
- Enables virtualization and universal agent models
- Leverages web services and SOA for composite customer data
- Fully compatible with Jacada® Fusion for expanded integration, web services and application programming interfaces
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