Customer Care Framework

If you are evaluating Microsoft Customer Care Framework, you should be considering Jacada WorkSpace.

Jacada WorkSpace provides a J2EE-based, thin client alternative to Microsoft Customer Care Framework. The Jacada WorkSpace, unlike Microsoft Customer Care Framework, is a thin-client, Web-based workspace housing all major functions and applications required by the agent to service customer calls.

Specifically Jacada WorkSpace offers:

  • Agent Scripting - Dynamically driven scripts drive optimal agent performance with minimal training. New scripts can be developed and deployed in real-time to ensure the latest process changes are adopted quickly and easily.
  • Agent Navigation - Step-by-step task navigation ensures rapid access to the right applications for a given task or process.
  • Up-Sell/Cross-Sell - Leverages real-time data to identify offers and recommendations that drive additional revenue and better service.
  • CTI Integration - Seamless access to customer information, as well as soft-phone capabilities.
  • Information Access - Context-sensitive access to pre-existing help systems, information portals, FAQs, and other reference materials.
  • Personalization - Role and individual-level profiles to tailor the desktop.
  • Single View - Delivered using Jacada Fusion Process Optimization, consolidates information from existing systems to speed call initiation and improve service.
  • Alerts and Notifications - Fully customizable alerts to communicate critical information about customers, up-sell/cross-sell offers, or corporate information.
  • Application Access - Context-sensitive access to existing business applications with no required access or changes to the existing application’s code or database.

 

Like Microsoft Customer Care Framework, Jacada WorkSpace provides an integrated, simplified agent desktop to reduce average handle times, reduce training expense and improve the customer experience.


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