Benefits of Process Optimization in the Contact Center
Today, companies know that delivering the highest quality customer experience requires process optimization solutions at a strategic level. Revenue generation and customer loyalty/retention are key objectives of process optimization solutions. Accomplishment of these 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. Here is where process optimization is most useful.
Process Optimization and Jacada Fusion
Jacada® Fusion is a process optimization solution that has enhanced the contact center operations of major global companies. Jacada solutions make contact center systems easier to use, give representatives access to information needed to meet customer-service demands, and facilitate Web-based customer self service. Jacada process optimization solutions enable contact centers to modernize and transform old green-screen systems into easy-to-use graphical applications with improved workflow and a more intuitive look and feel.
- Enhanced customer interaction and call quality
- Reduced call handle time
- Considerable decrease in data entry errors
- Reduced training cycles
Jacada is also the leading process optimization solution for integrating new CRM solutions, such as Siebel and PeopleSoft, with existing back-office systems – providing access to corporate systems such as billing, inventory, accounts payable/receivable, sales, customer service, etc. As a result, Jacada customers are realizing major reductions in training time, costs, and errors; improving employee productivity and retention; and ultimately delivering higher levels of customer satisfaction.