Agent Productivity and the Agent Desktop

Today, companies are recognizing that being able to deliver a high-quality customer experience through enhanced agent productivity is of major strategic value to the organization. Revenue generation and customer loyalty/retention are key objectives that drive the need for better agent productivity.

Accomplishment of these objectives requires an enriched, personalized, and consistent customer experience across all business channels. Many organizations discover, however, that their representatives are severely limited because systems are difficult to use and are not integrated.

The Jacada Fusion Agent Productivity Solution

Jacada Fusion is a patented, award-winning agent productivity solution that delivers a simplified interaction to dramatically improve the efficiency of the agent and the experience of the customer.

The Jacada Fusion agent productivity solution seamlessly integrates the applications at the agent's desktop, dramatically improving productivity. The result is:

 

  • Improved customer experience and call quality,
  • Reduced call time,
  • Significant reduction in data entry errors, and
  • Reduced training time.

 

All of which results in driving more business, reducing churn, and improving cross-selling capabilities.

Jacada Fusion has dramatically improved the agent productivity of major companies worldwide such as AIG, Arch Wireless, Bank of America, Cendant-RCI, Prudential, and many others. These companies employ Jacada agent productivity solutions to make call center systems easier to use, to give agents access to information needed to meet customer-service demands, and to facilitate Web-based customer self service.

Jacada Fusion agent productivity solutions are deployed in 100 contact centers to over 100,000 agents worldwide, and to millions of users through self-service applications.


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