Agent Cockpit
The agent cockpit is a desktop interaction hub that integrates all tools and customer communications channels into a single desktop.
The Agent Cockpit and the Customer Service Representative
Today's customer service representative utilizes a wide variety of tools to serve the customer: CRM systems, CTI screen pops, call scripts, navigational tools, email, chat, and a growing number of business applications required to retrieve and input customer data. As a result, the representative's desktop has become a maze of systems resulting in costly operational inefficiencies and headaches for both the agent and the customer.
To help streamline customer interaction processes and create operational efficiencies, companies are turning to an agent cockpit solution. Jacada WorkSpace is, in essence, a desktop interaction hub that integrates all tools and customer communications channels into a single agent cockpit.
Soutions to Create the Agent Cockpit
Jacada® WorkSpace is an agent cockpit for customer service representatives that provides a single, "intelligent" point of access to all the mission-critical applications and call center tools required to effectively complete a customer interaction.
With a unified agent cockpit, agents can shorten calls, improve customer interactions, be trained more rapidly, take better advantage of up-sell opportunities, and provide a consistent experience to customers. And powered by the Jacada Fusion non-invasive process optimization platform, Jacada eliminates costly, risky and time consuming integration work - the solution will be up and running quickly, and with no disruption to the rest of the organization.
Jacada WorkSpace eliminates the inefficiency of the desktop maze by providing the agent with a cohesive agent cockpit to access the multitude of disparate systems and resources needed to effectively perform his or her job. This enhanced, agent cockpit dramatically reduces the steps needed to complete an interaction, resulting in operational savings and improved customer satisfaction. In addition, using its role-based desktop controls, Jacada WorkSpace agent cockpit enables companies to transform single product agents to universal agents, maximizing agent productivity.
Learn more about Jacada WorkSpace and agent cockpit capabilities.