Web 2.0 and Jacada WorkSpace
Jacada WorkSpace is a unified customer service desktop that simplifies customer interaction tools with a single access point to all the mission-critical applications required by the agent to effectively complete a customer interaction. Leveraging a rich client foundation based on Web 2.0, Jacada WorkSpace delivers a wealth of capabilities that enable companies to freely implement optimal contact center processes and maximize customer service representative (CSR) productivity.
Web 2.0 has been steadily increasing in popularity, driven by consumer-facing applications, such as Google Maps. Jacada WorkSpace is one of the first business applications to leverage rich client, browser-based application design techniques to provide a rich user experience for the enterprise worker using Web. 2.0. Using Asynchronous JavaScript and XML technology (AJAX), Jacada WorkSpace now delivers client/server-like features and controls in a web-based, thin client solution.
Web 2.0 and New Business Functionality for the Contact Center
Using Web 2.0, the AJAX implementation in Jacada WorkSpace enables the support of CTI integration for thin client desktops. As a result of utilizing Web 2.0, businesses can employ remote or work-at-home agents and provide them with contact center functionality that is usually available only within the walls of a contact center operation, such as screen popping, the technology that provides agents with the information that a customer has entered into an automated system so that the customer does not have to repeat his or her details.
The Web 2.0 capabilities of Jacada WorkSpace also leverage AJAX to deliver real-time notification and alerts to the desktop without requiring a page refresh. Utilizing AJAX also significantly reduces bandwidth and server load requirements.