Questions? Feedback? powered by Olark live chat software
Autonomous CX

Desktop Automation

header

Attended Robotic Process Automation (Attended RPA) that can take cues from the agent, application event, or other business logic to automate tasks or entire processes

Why Consider Desktop Automation?

Your ability to create effective customer services processes are often constrained by the myriad of applications on your agent desktop – a typical customer service process may need to span multiple windows and Web applications, none of which are integrated with each other, resulting in cumbersome process flows, rekeying of data and lack of integration - all of which adds up to lengthy call times, reduced accuracy (think customer call backs) and an overall increase in customer frustration. Reusing these applications in your Service Oriented Architecture (SOA) initiatives are even more problematic as they typically have no API, making accessing the data and functionality nearly impossible. The results are siloed applications on your desktop that do not work well together in an integrated and orchestrated manner.

About Desktop Automation

Desktop automation or sometimes also referred to as robotic desktop automation is the deployment of robotic process automation in the contact center to assist, not replace, your customer service representatives (CSR’s). Routine, complex or lengthy tasks can be automated, data can be automatically copied from one application to another and new business rules can be enforced, all without requiring modification to the applications, resulting in much faster implementation cycles with significantly reduced risk.

Unlike many competing products, we step beyond pure automation and provide rapid, risk free integration capabilities allowing you to expose your existing closed application functionality as open standard web services for reuse in your SOA initiatives.

The non-invasive service enablement of applications is accomplished without modification of the applications, without access to their source code and without needing an API.

By removing the underlying application constraints, your business can focus on delivering the optimal customer service experience.

Features

Web & App Automation

Web & App Automation

Automate tasks that span multiple desktop and web applications to dramatically reduce cumbersome process flows, rekeying of data and lack of integration. Reduce the amount of siloed applications on your desktop that do not work well together in an integrated and orchestrated manner.

Attended & Unattended Execution

Attended & Unattended Execution

Ability to run under the control of a person triggering its actions (attended) or with minimal human intervention (unattended). In an attended automation scenario, the robot acts as a personal assistant to the agent, coexisting on the same desktop and initiated or triggered as needed.

Deep Integration

Deep Integration

Many vendors approach desktop automation and integration as a purely "screen scraping" exercise. It is important to offer both techniques for integration, both screen scraping and deeper control level integration. Screen Scraping has its uses for applications that are projected through Terminal Services session, where you do not have control or ownership of the underlying applications. Jacada Desktop Automation offers the ability to do screen scraping in those situations that warrant.

Process Guidance

Process Guidance

By leveraging the ability to monitor activity on the desktop, and interact with the underlying applications, users can be guided through complex processes with non-obtrusive UI overlays, providing Next Best Action guidance.

Less Application Complexity

Less Application Complexity

By automating complex navigation sequences, the user is spared the complex and time wasting steps of searching for information multiple screens deep, and from rekeying in data in multiple applications or screens within an application.

Built on the Interact Platform

Jacada Interact is the no-code development platform for designing, testing and deploying all Jacada solutions. Available on-Cloud, or on-Premise, our Interact Platform is designed to be rapidly deployed. Benefits of the platform include resiliency, scalability, security and access control.

Benefits

Robotic Desktop Automation provides process guidance, enhances existing workflows, and eliminates redundant data entry while simplifying lengthy navigation sequences. With Agents not needing to perform all these tasks manually, our clients typically reduce Average Handling Time (AHT) by 20% - 30%, increase First Call Resolution (FCR), increase sales revenue, and raise overall customer satisfaction.

Delivering a digital workforce Desktop automation reduces the demands on your agents. In addition, the same automation technology can be deployed into the back-office to further automate manual processes.

Reduce Agent Handle Time (AHT) by 20%-30%

Reduce Agent Handle Time (AHT) by 20%-30%

Increases First Call Resolution (FCR)

Increases First Call Resolution (FCR)

Increases sales revenue

Increases sales revenue

Raises overall customer satisfaction

Raises overall customer satisfaction

Case Study

A retailer was aggressively growing its online business, part of a transformational shift from a brick-and-mortar business to a new omni-channel retailing model. As the company moved forward with its transformation, it needed a cost-effective solution to allow its customer care representatives to quickly access critical customer data stored in several disparate back-end systems. Agents were spending valuable call handling time retrieving customer account and order information from the different systems and manually uploading the data into the order management system (OMS). It was imperative that the retailer significantly reduce average call handle time by automating these steps.

Jacada Solutions Empower
the World's Most Trusted Brands

  • Nationwide logo
  • DirecTV logo
  • Cox logo
  • Priceline logo
  • Telefonica logo
  • Blue Cross Blue Shield logo
  • Capita logo
  • AIG logo
  • E-On logo
  • Georgia Natural Gas logo
  • HOT logo
  • Leumi Card logo
  • Liberty mutual logo
  • Vodafone logo
  • O2 logo
  • Manulife Financial logo
  • Turk Telekom logo
  • UBS logo

We use cookies to make interactions with our websites and services easy and meaningful, to better understand how they are used, and to tailor advertising. You can read more about our cookie use here in our Privacy Policy. By continuing to use this site you are giving us your consent to do this.