With Jacada WorkSpace, contact center leaders are able to integrate vital applications and multiple channels of communications with the customer into a single, optimized view. Using Dynamic Views, IT can build components and back-end integration services then package these as visual drag-and-drop widgets for use by Business. In this way, IT maintains control of technical integration, yet allows Business to work on creating the user interface, resulting in a dramatically reduced time-to-market.
“Today’s call center needs to adapt to changing business requirements on a daily basis. New marketing promotions, product discounts, and support information need to be made available on the agent desktop in near real-time,” said Gideon Hollander, co-chief executive officer of Jacada. “Jacada WorkSpace 6.0 represents a significant advancement for our customer experience optimization solution. With IT departments facing ever-increasing project backlogs and competing priorities, seemingly simple changes can take weeks or months to be reflected on the agent desktop and longer to benefit your customers. For the first time ever, the business has full ownership and control for delivering the optimal agent desktop experience.”
Since its first introduction in 2005, Jacada WorkSpace has helped customers reduce the cost of their operations, drive customer satisfaction, and experience a complete return on investment within 12 months of deployment. One example is UK-based telecommunications company Telefónica O2, which has improved first call resolution, reduced average handle time by 40 seconds, decreased repeat calls by 25 percent, and cut training time for agents from five weeks to three as a result of using Jacada WorkSpace. Other companies benefiting from Jacada WorkSpace include Permanent General Companies and Nationwide Insurance.
Jacada WorkSpace 6.0 introduces capabilities designed to provide a sophisticated presentation platform for creating an agile desktop user interface. These features include:
- Dynamic Views – Desktop designer incorporating data sources through the use of widgets
- Drag and Drop designer for building agent scripting and flows in a no-coding manner
- Ability to “hot deploy” scripts to the agent desktop to support rapid business changes
- Enhanced reporting capabilities including Visual Dashboards
- IDE enhancements, including task Wizards to simplify typical development tasks
- Enhanced support for Cisco environments
- Updated server environments
- Enhanced management console
For more information on Jacada WorkSpace Agent Desktop 6.0 and to watch a video demonstration, visit The Jacada® WorkSpace product page.
Jacada provides solutions that optimize and improve the effectiveness of customer service interactions. Jacada agent desktop and process optimization solutions help companies reduce the cost of their operations, drive customer satisfaction and provide a complete return on investment within the first year after deployment.
Founded in 1990, Jacada operates globally with offices in Atlanta, USA; London, England; Munich, Germany; Herzliya, Israel; and Stockholm, Sweden. More information is available at www.Jacada.com
A. Lee Judge, 770-776-2326
Marketing Programs Manager