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What is Desktop Unification?

Desktop unification drives contact center efficiency, accuracy and shorter call times by bringing disparate applications and complex processes into a single unified agent desktop. It can be achieved through a combination of unification, automation and/or guidance technologies, all deployed in concert to tame agent desktop chaos!

Pain

Contact centers are under tremendous pressure. Call types are becoming more complex and more emphasis is being placed on the customer experience – yet, our customer service operations are still being measured by call times. It’s no wonder these demands on your agents impact the customer experience and cause high churn and extensive training periods.

Chances are your agents contend with multiple applications to manage their calls. We’ve seen environments where agents had 87 applications on the desktop! That’s a lot of cutting and pasting and “swivel-chair’ integration. It’s no wonder that this desktop chaos leads to lengthy (i.e. expensive) calls while damaging the customer experience – agents are spending their time aligning themselves to how your systems operate, and not how your customers interact.

Desktop unification may be appropriate if…

Your agents are using more than 4 different applications on their desktop

Your organization would like to lower call handle time and improve the overall experience

Your agents routinely perform tasks that can be automated like data entry, management and systems navigation

Your organization wishes to reduce agent training time and agent churn

Solution

Jacada pioneered the concept of unified agent desktops and is the market leader for contact center optimization and automation.

Our unified agent desktop WorkSpace removes agent desktop chaos by bringing all the disparate applications and processes into a single unified agent desktop. This allows the agent to focus on the customer interaction as opposed to system behavior.

Our unified agent desktop will…

Allow an agent to work on a single application

Instead of alt-tabbing and copying and pasting data, agents interact with a single unified desktop that manages the processes and data entry behind the scenes.

Give you a single view of the customer

When a call comes in your agents will be conveniently presented with a true 360 degree view of the customer … instantly understand who the customer is and why they’re calling.

Provides guidance and assistance

Our unified agent desktop doesn’t stop at unification – we can guide your agents step by step through every call to ensure maximum efficiency and effectiveness on every call for every agent.

Automate processes

In addition to unification and guidance, our unified agent desktop drives further efficiency through our 25 years of experience in automating systems and business processes. Whether its agent desktop automation or back-office automation, your unified desktop will minimize manual activities currently being performed by your agents.

Help Me Choose

Driving contact center efficiency can be done through unification, guidance, automation and/or a personal assistant. Which technology is appropriate for you?

If you have...

Desktop complexity - Many desktop applications resulting in a lot of duplicate data entry and long call times.

...You should consider

If you have...

Application or process complexity – A few very complicated applications or processes which agents struggle to follow effectively.

...You should consider

If you have...

Manual processes – If your agents are doing many manual processes such as data entry, cut & paste operations or long navigation sequences

...You should consider

If you have...

Guidance and assistance – If your agents could use help finding answers, the next best action, advice or task automation during and following customer interactions

...You should consider

If you have...

...You should consider

Desktop complexity - Many desktop applications resulting in a lot of duplicate data entry and long call times.

Application or process complexity – A few very complicated applications or processes which agents struggle to follow effectively.

Manual processes – If your agents are doing many manual processes such as data entry, cut & paste operations or long navigation sequences

Guidance and assistance – If your agents could use help finding answers, the next best action, advice or task automation during and following customer interactions

Many deployments consist of a mix of these approaches. Contact us for a solution overview and to help “right-fit” a solution for you.

Don’t take our word for it. Fortune-1000 companies globally benefit from our unification, guidance and automation solutions and you can see their results here

Results

Our unified desktop is used by tens of thousands of agents on a daily basis at global organizations of all sizes. A unified agent desktop will deliver:

A minimum 20% Average Handle Time reduction

A 30% minimum first call resolution improvement

Up to 70% reduction in agent training time.

Jacada's Self-Service Solutions

We also offer self-service solutions for your customers that automate the entire service experience.

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