Cox Communications Optimized Contact Centers Using a
Unified Agent Desktop
What are the Key Elements of a Simplified Contact Center Agent Desktop?
Roles-based and Intuitive UX, Task Automation and Process Guidance.
By delivering an intuitive, customizable desktop environment, our CSRs have the resources they need to deliver superior customer service to our customers.
Keith Lindsay, Director, Customer Care Application Development
About the Client
Jacada boosts agent satisfaction and productivity by simplifying the agent desktop and providing dynamic process guidance, powered by robotic process automation (RPA).
Jacada offers a non-invasive integration platform that works with existing business applications to automate processes and improve workflows, without requiring any change to existing applications.
The Jacada powered Unified Agent Desktop is used by 1000s of agents across customer care, retentions, technical support, and communication center groups. Each group of agents benefit from a role and task driven experience geared toward a personalized agent and customer experience.
- New Customer Service Representative (CSR) training time has been cut in half.
- Average Handle Time (AHT) has dropped by 10%
- With the enablement of universal agents, the client team was able to consolidate their contact centers from 30 to 23 in the first year after the initial solution rollout.