Today, companies are recognizing that being able to deliver a high-quality customer experience and first call resolution 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 and first call resolution. Accomplishment of first call resolution 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.
Jacada can help you achieve that illusive first call resolution goal. 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 contact center productivity solution seamlessly integrates the applications at the agent's desktop, dramatically improving productivity and making it possible to increase first call resolution rates. 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 has dramatically improved agent productivity and first call resolution rates of major companies worldwide such as AIG, Arch Wireless, Bank of America, Cendant-RCI, Prudential, and many others. These companies employ Jacada contact center productivity solutions to make call center systems easier to use, to give agents access to information needed to meet customer-service demands, to facilitate Web-based customer self service, and to boost first call resolution.
Jacada Fusion contact center productivity solutions are deployed in 100 contact centers to over 100,000 agents worldwide, and to millions of users through self-service applications.