- Scripting, Unified Desktop and Visual IVR applications are compatible with key Avaya Contact Center solutions
- Helps businesses reduce Average Handle Times, reduce training times, and improve customer service experience.
Atlanta, GA – Oct 9, 2013— Jacada, Inc., a leading global provider of customer service technology designed to simplify the interaction between businesses and their customers, today announced that its Jacada Agent Scripting, Jacada Workspace™ Agent Desktop, and Jacada Visual IVR products are compliant with key contact center solutions from Avaya, a global provider of business collaboration and communication software and services.
The Jacada Agent Scripting, Jacada Workspace Agent Desktop, and Jacada Visual IVR help businesses enhance customer service experience across multiple touch points with their customers. The applications are now compliance-tested by Avaya for compatibility with Avaya as follows:
- Jacada Workspace Agent Desktop 6.2 with Avaya one-X® Agent 2.5
- Jacada Agent Scripting 6.0 with Avaya one-X® Agent 2.5
- Jacada Visual IVR 1.0 with Avaya Aura® Experience Portal 6.0
“Jacada is a veteran leader in the customer service industry with over 20 years of experience in innovating and enhancing customer service technology and solutions for leading organizations worldwide,” said Guy Yair, Co-CEO, Jacada. “Combined with Avaya’s offering, we are confident businesses will benefit from efficiencies in their customer service offering, while providing their customers an improved and consistent customer experience across multiple customer touch points”.
Jacada is a Technology Partner in the Avaya DevConnect program—an initiative to develop, market and sell innovative third-party products that interoperate with Avaya technology and extend the value of a company’s investment in its network.
As a Technology Partner, Jacada is eligible to submit products for compliance testing by the Avaya Solution Interoperability and Test Lab. There, a team of Avaya engineers develops a comprehensive test plan for each application to verify whether it is Avaya compatible. Doing so enables businesses to confidently add best-in-class capabilities to their network without having to replace their existing infrastructure—speeding deployment of new applications and reducing both network complexity and implementation costs.
“Technology partners like Jacada are helping customers increase the value of their Avaya solution by enhancing call center operations,” said Eric Rossman, vice president, Developer Relations, Avaya. “Customers who deploy Jacada alongside their Avaya solution experience reduced Average Handle Times (AHT), lower Agent training times, and an improved customer service experience.”
Avaya is a global provider of business collaboration and communications solutions, providing unified communications, contact centers, networking and related services to companies of all sizes around the world. For more information please visit www.avaya.com.
Jacada solutions help organizations improve their customer experiences and reduce their operational costs. Jacada enables organizations to deliver advanced customer and agent interactions by implementing cutting‐edge mobile customer service and visual IVR solutions, agent desktops, and process optimization tools. Customers can benefit from an improved customer service experience at every touch point with the organization, whether at the call center, on the mobile, or at the retail store. Jacada projects often deploy in less than six months, and customers often realize a complete return on investment within 12 months of deployment. Founded in 1990, Jacada operates globally with offices in Atlanta, USA; London, England; Munich, Germany; and Herzliya, Israel. More information is available at www.Jacada.com.
Marketing Programs Manager, Jacada, Inc.
A. Lee Judge