ATLANTA– Nov. 11, 2014 –Jacada, Inc., a leading global provider of customer experience technology designed to simplify the interaction between businesses and their customers, today announced the public availability of the Jacada Multi-Channel Agent Desktop for the Avaya Aura® Call Center Elite Multi-Channel Platform. Created to meet the demands of agents interacting across multiple channels simultaneously, the multichannel agent desktop seamlessly unifies several channels into one convenient interface. The enhancement is designed as a lightweight desktop alternative for the current Avaya solution, to work with the current Avaya Aura® Call Center Elite Multi-Channel infrastructure and to be deployed rapidly by virtue of its thin-client design.
Agents are now able to simultaneously manage multiple customers across multiple Call Center Elite channels from a unified desktop that reflects a single view of each customer’s interaction. All Call Center Elite channels (Voice, Email, and Chat) are unified onto a single, convenient desktop for an improved agent experience. This results in more efficient handling of multiple customers from multiple channels at the same time. Additionally, the Jacada desktop automatically dispositions the interactions, saving the agents time and reducing error.
“The Avaya Aura® Call Center Elite Multi-Channel Platform is a highly innovative solution and has been deployed successfully in many organizations” said Guy Yair, Co-Chief Executive Officer of Jacada. “With the release of Jacada Multi-Channel Agent Desktop for Avaya, we are enriching the Avaya Aura® Call Center Elite environment by providing agents with an easy way to manage not only multiple channels, but also multiple customers, simultaneously through our innovative “one click away” design.”
The Jacada Multi-Channel Agent Desktop completes the Avaya Call Center Elite Multi-Channel Platform investment by driving more efficiency at the agent desktop. Easily deployed as either a Call Center Elite Multi-Channel replacement desktop or as an additional component, agents will appreciate the ease of use and the ability to service multiple customers simultaneously.
Webinars presenting the Jacada Multi-Channel Agent Desktop are being held on November 12th.
Visit this link to join the event: https://www.jacada.com/events/
For more information about the Jacada Multi-Channel Agent Desktop for the Avaya Aura® Call Center Elite Multi-Channel Platform, visit https://www.jacada.com/
*Avaya Aura® is a registered trademark of Avaya, Inc.
Jacada provides solutions that simplify and improve the effectiveness of customer interactions. Jacada’s mobile, customer, 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
Marketing Programs Manager