Customer service automation to streamline key processes and deliver real-time guidance for customer-facing employees.
ATLANTA, APRIL 2, 2019 (GLOBE NEWSWIRE) — Jacada, Inc., provider of Autonomous CX solutions designed to automate customer service operations, and improve the customer experience, today announced that a new customer, that provides banking services to financial institutions, has selected Jacada to consolidate their systems into a single, fully featured user interface, powered by Customer Service RPA (Robotic Process Automation). The Unified Agent Desktop solution is built on the Jacada Interact platform, powering customer service robotic process automation (RPA) through design-once integrations in the client environment. The solution will unify 6 disparate order entry and CRM systems, introduce guidance and automation on the agent’s desktop, eliminate manual and tedious processes, and empower their contact center agents to rapidly and accurately fulfill customers’ needs through automation.
RPA solutions that drive agent-engagement are critical for this customer and an important part of each organization’s overall automation strategy. According to the Forrester report Predictions 2019: Customer Service And Sales, “A third of companies will modernize agent desktops to augment the human workforce.”
“We are excited to partner with this new customer for intelligent agent engagement journey and look forward to helping them connect businesses and people how, when, and where it matters,” stated Oren Shefler, Vice President of Sales at Jacada. “Our solution will automate and optimize the company’s processes at the desktop to make an impact on the changing needs of their clients, consumers and impact its overall business performance.”
Jacada’s automation expertise and IP within customer operations continues to deliver end-to-end customer service automation solutions to global enterprises helping them move further down an autonomous CX path. From guiding the contact center agents and automating their manual tasks to fully automated self-service solutions, Jacada automates interactions while improving customer experience. Our 29 years of experience in automating customer service processes for global enterprises, together with proven outcome-focused integration capabilities, enable worry-free deployments with lower Total Cost of Ownership. 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.