| PDS/PC agents requiring world class scripting
Elite agents handling complex processes that require real-time guidance |
Jacada Agent Scripting |
Provides the most powerful and agile, yet easy to use, scripting environment available.
Call center scripts and business rules are created in clicks rather than code.
Scripts can be instantly deployed to agents, monitored in real-time and then fine-tuned.
By continuously refining interactions, organizations can meet and exceed customer service experience goals. |
Collections
Sales
Marketing
Surveys
Works with existing desktop application and ties into the existing Avaya telephony infrastructure, including being invoked on “screen pop” .
Agents are guided to follow all the rules and regulations that have been put in place, and identify “AT-RISK” customers.
Next best action prompts help agents identify upsell opportunities and ensure all new revenue goals are met.
Tech support calls are handled in the most efficient manner possible.
Product complexity is distilled to an easy to understand interface.
Reduces if not eliminates agent errors, cutting down call backs.
Significant reduction in agent training times, faster onboarding.
Increases FCR
Reduces AHT
Increases compliance
Competes aggressively with Genesys and Interactive Intelligence on Agent Scripting. |
Avaya Interaction Center
Avaya Aura Contact Center and Call Center Elite
Avaya CTI Servers – utilizes the AES API
Avaya Desktop clients – utilizes desktop screen- pop |
Telefonica O2 UK
Savings:
40 sec/call- AHT
50% reduction (25 sec) in ACW
25% fewer call backs
2 weeks reduction in training time |
| Customers are required to use multiple Avaya desktops and manual agent blending
Need a higher level of integration with 3rd party applications |
Jacada Workspace Agent Desktop™ |
A unified Agent Desktop for multiple platforms (Elite, EMC, QM, PDS, WFM) within a highly flexible presentation layer
Integrated approach to Voice and Multimedia
Integrated approach to inbound and outbound |
Integrates with the existing Avaya telephony infrastructure without needing to replace prevailing applications.
Simplifies deployment and maintenance (reduces IT costs)
Enables blended agents
Agent is provided with a 360 view of the customer across all applications.
Reduces Agent training. |
Avaya Interaction Center
Avaya Aura Contact Center and Call Center Elite
Avaya CTI Servers – utilizes the AES API
Avaya Desktop clients – utilizes desktop screen- pop
Avaya Experience Portal and Voice XML Browser. |
Major US P&C Insurance Provider
Savings:
20% in AHT – $6M annually
75% AHT savings on payment call types
ACW savings – $2M annually
2 weeks reduction in training time |
| Customers demand consistent contact and instant solutions or IVR suffers from high “zero-outs” and low containment |
Visual IVR + |
A visual menu driven interface to an existing IVR system, accessible from web/mobile.
Users log into the company’s website or simply launch a mobile app to click their way from menu to solution quickly and efficiently – independent of live agents.
With an intuitive and easy to use see-and-touch menu, users are able to retrieve relevant information, complete routine transactions, view current holding time, and request a callback or chat option.
A warm and seamless transition and in-context handling of calls directed from the visual IVR to the call center. |
“Plug and Play” setup with the Avaya IVR technology.
No costly rip and replace or rewrite.
Uses existing IVR scripts, allowing customers the choice of using a conventional IVR or the new Visual IVR.
Extensions to the Avaya Dialog Designer significantly simplify the already easy process of enhancing the IVR scripts.
An improved customer experience – customers get 24/7 access to the IVR from web/mobile, fast and accurate results, better routing, and low to no holding time. |
Extensions provided for Avaya Dialog Designer for easy implementation. |
N/A |
Multichannel
Inbound & Outbound
Visual IVR
More Benefits of Jacada’s SPP Certified Product Suite|closed|grey}
