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7 Agent Assist
Technologies That Optimize Customer Service Costs

Budgetary pressure and a risk-averse mindset often stifle investment in new "noncore" customer service, agent-oriented technologies. Application leaders for customer service and support should buck this trend and adopt a "spend to save" mentality. - Gartner

7 Must Have Agent Assist Capabilities

As customer service cost optimization initiatives continue to disproportionately focus on self-service investments, Jacada believes a necessary rebalance of investment in “agent-oriented” technologies is critical as organizations target much needed saving initiatives in 2021.

In this report, Gartner identifies the key agent-oriented “overlay” technologies spanning all four pillars of great customer service.  The seven areas of research include: Collaboration Tools, Guidance Tools, RPA (Robotic Process Automation), System Testing / Monitoring, Speech Analytics, Gamification, and Intraday Management. 

With agent headcount still accounting for 2/3 of the operating budget, these “less obvious” technological investments can favorably impact operating expenditures over the next 12 months.  While cost reduction goals help to jump start such investments, true ROI comes in the form of improved agent engagement and customer experiences.

To learn more about Gartner’s analysis of Jacada and other recognized vendors in this space, enjoy this complimentary download of the report on us.

7 Agent-Oriented Technologies That Optimize Customer Service Costs, 26 June 2020, Jim Davies

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