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What is Jacada Agent Desktop Automation?

Jacada Agent Desktop Automation is a component of our Jacada Enterprise Automation offering that is targeted at automating the robotic and error prone tasks of a customer service representative. Our robots work side by side with their customer service representative counterparts in an unobtrusive way to perform the repetitive and error prone data entry and system navigation tasks. Rather than replace the agent, our Desktop Automation solution frees the agent to better focus on servicing the customer.

robotic desktop automation

What are the Benefits?

Rapid Service

Reduce Average Handle Time (AHT) and After Call Work (ACW) from robots performing the robotic tasks during a customer interaction

Accurate Input

Repetitive and error prone data entry, reentry and manipulation is managed by the accuracy and speed of a preprogramed robot

Quality Care

Improve the customer experience by allowing the agent to focus on the customer rather than system navigation and data entry

A much easier job for the agent

AHT Reduction

Fewer Screens

Less Clicks

Example of the Division of Responsibilities

Some tasks like data entry are just better performed by a robot. They are more accurate, efficient and never tiring. Likewise, when it comes to the emotional connection and understanding of the customer, this responsibility is often best managed by a live person

Automation Framework

There are three components that make up our automation framework – a business friendly automation designer, IT automation developer tools and an automation management console. These three components work in conjunction to deliver the platform for developing front and back office automation.

Business Friendly Designer

Business Friendly Designer

Anyone can design the automation task and define the flow utilizing our easy to use, drag and drop graphical designer

IT Automation Developer

IT Automation Developer

No proprietary environments here. Utilizing open standard Visual Studio and C# code generation, you can get past the cute “calc automation” demos and do real enterprise automation.

Automation Manager

Automation Manager

Deploy, assign, and reassign the automation bots on demand and where needed. Monitor the performance and generate reports that allow you to make improvements.

It isn’t just about efficiency…

Sure, efficiency drives hard ROI and makes the CFO happy, and robotic desktop automation excels in that department. But desktop bots are also great at assisting employees by providing guidance, next-best-action and compliance monitoring. This ensures that all employees are “firing on all cylinders”, adopting best practices and keeping your organization out of hot water.

Assisted Automation - “Human+Bot”

Automating the desktop in assisted mode poses unique technical challenges not found in back office robotic process automation. Background and Foreground automation, pause-and-resume, event monitoring, monitoring user behavior, non-linear automation, desktop analytics, all with a minimal footprint … all key requirements to successfully automate desktops in a “human+bot” manner. Jacada has been automating desktops for over 20 years. Let us bring our experience to your project.

We’ve got you covered!

Just like humans work with multiple application types, our bots are no different. Like their human counterparts, bots work with your applications without needing access to source code, doesn’t need an API and won’t require any modification to your existing desktop applications. With 20 years of experience we’ve automated every technology out there. Rest assured we can automate your environment.

Tools developers love

No proprietary environments here. Utilizing open standard Visual Studio and C# code generation, you can get past the cute “calc automation” demos and do real enterprise automation. Because we utilize c# your developers can be immediately productive … and powerful. Our BPM engine and graphical designer are also included to drive further maintainability for complex automations. From the most simple macro based automation to the most powerful web services orchestration and automation, Jacada desktop automation handles it all.

We do things the other guys can’t

Whether it’s doing desktop automation, server automation or even Citrix automation (with no install requirement!), our product has been in the market for over 20 years and boasts capabilities the other guys can only dream about.

Agent Desktop Automation Resources

Jacada Enterprise Automation

Agent Desktop Automation

Agent Desktop Automation

Robots working side-by-side with their agent counterparts performing the robotic tasks

Robotic Process Automation

Robotic Process Automation

Automation of the repetitive and procedural back office tasks to optimize performance