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DATAMONITOR – CRM in the Contact Center and the Emergence of the Unified Agent Desktop

With the tightening economy, enterprises are focusing even more acutely on the importance of customer retention and providing better service.

Read this paper to learn about:
  • How unified agent desktop solutions improve customer retention
  • The growing demand for better user interfaces and easier access to customer information
  • Market trends for CRM and the unified service desktop
  • The importance of integration in the contact center

JACADA

Jacada is a leading global provider of unified service desktop and process optimization solutions that simplify and automate customer service processes. By bridging disconnected systems into a single, "intelligent" workspace, Jacada solutions create greater operational efficiency and increase agent and customer satisfaction.

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