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350px Avaya Logo.svg Jacada Multi-Channel Agent Desktop for EMC and AIC


Add the finishing touch to your Avaya Elite Multi-channel (EMC) or Avaya Interaction Center (AIC) solution with a new multi-channel desktop and make your agents and customers smile

Your investment in the Avaya solutions such as EMC or AIC has provided your organization with a state-of-the-art customer service communication platform. Scalable, Robust and Feature rich, Avaya EMC and AIC provide everything you’d need to empower your customer service interactions. The only problem is, your customers are becoming more demanding. They’re reaching out to you on multiple channels and are expecting quick, effective resolution to their problems. This places extreme demands on your agents to handle multiple customers over multiple channels, often simultaneously. Your agents need to be equipped with a desktop that incorporates all the channels into a convenient web based agent desktop.

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What is it?

The Jacada Multi-channel Agent Desktop is a “drop in” replacement for the existing Avaya EMC or AIC desktops that offers you:

  • Multi context –Agents are able to simultaneously manage multiple customers across multiple EMC/AIC channels from a unified desktop reflecting a single view of the customer and the channel in use for each and every call.
  • Multi channel – unifies EMC/AIC channels (Voice, Email, Chat) onto a single, convenient desktop for an improved and competitive agent experience, and efficient handling of multiple customers from multiple channels at the same time.
  • Thin client – A lightweight, highly performing user interface, ready to go "out of the box", and fully certified on the Avaya platform. The thin client solution installs in one hour and is maintained at a much lower cost than existing fat client technology.


Jacada Multi-Channel Agent Desktop for EMC and AIC

Jacada EMC UI Screenshot

Benefits

Sure it looks great and your agents will love it. But it comes with real benefits with a real ROI.

  • Better usability - the interactive agent desktop with multi-context and multi-channel capabilities is designed exclusively to provide a more efficient agent experience while using EMC.
  • User interface that displays a 360 degree view of the customer as well as the channel in use not only simplifies and improves agent experience, but also increases agent productivity without requiring long training sessions.
  • Easier to sell - Thin client deployment gives Avaya a competitive edge by offering a competitive "like kind" desktop to beat competition (Cisco, Genesys). Can be used as an up-sell to the existing customer portfolio.
  • Supervisor real time view of agent activity - Helps EMC to be sold into sensitive data environments and increases supervisor control and oversight of agents for better schedule adherence and productivity.
  • Growth in capabilities and benefits for the customer on an existing platform - able to position the full WorkSpace capabilities for later adoption by the customer.


Why do I need it?

The Jacada Multi-channel Agent Desktop completes your Avaya EMC/AIC investment by driving more efficiency at the agent desktop. Easily deployed as either a EMC or AIC replacement desktop or as an additional component, your agents will love the ease of use, and you’re going to love the ROI.