Autonomous CX

Desktop Unification


Consolidating disparate applications and complex processes into a single unified agent desktop

Why Consider Desktop Unification?

Today's challenge for the agent is the increased complexity of navigating multiple systems on different platform while addressing various interaction patterns. Complex systems often strain the agent's ability to navigate efficiently, increase average handling time, and drive extensive training periods. The result is non-compliance, inefficiency, and poor customer satisfaction. Desktop unification drives contact center efficiency, accuracy and shorter call times by bringing disparate applications and complex processes into a single unified agent desktop. Call center agents can focus on the customer interaction as opposed to system behavior. Consider Desktop Unification if:

You want agents to focus on quality customer experience instead of dealing with underlying application complexity.

Your agents struggle with numerous cumbersome applications.

The back-office applications on your agent desktop are not designed to deliver an optimal customer experience.

Your agents have to re-type data during a call.

Your customers experience long Average Handle Times (AHT).

You are challenged to decrease cost and time for training

You want to reduce After Call Work (ACW).

You are attempting to increase sales and revenue

About Unified Desktop

Jacada Unified Desktop is a highly flexible Presentation Layer that will adapt to most optimally solve the task at hand based on the type of channel being utilized. This presentation layer, optimized for your agent workflow, can connect to both back-end data sources as well as to the applications residing on the desktop. The presentation layer additionally supplements the integrated applications through providing a host of call center tools and features. Agents continue to have access to frequently used applications, as these will reside side-by-side with the Unified Desktop.


Web & application unification

The Unified Desktop supports almost any API, including Web Services, REST, XML, JSON, RMI, and JDBC. The Agent Desktop leverages existing investments in your SOA or ESB, by seamlessly integrating to and reusing the services currently exposed. Where older "legacy", or more proprietary applications exists that have no API or integration methods, we are able to surface select functionality through our unique Jacada Integration and Automation technology, ensuring you can fully use your existing application.

Comprehensive view of the customer

Agents get a full customer profile instantly, drawing on data from multiple sources in real-time. This customer dashboard is easily configured and can dynamically adapt based on a number of criteria including the call type and agent role, ensuring the most relevant customer information is displayed at the right time.

Dynamic views

Dynamic Views allows for the rapid assembly of presentation layers, all in a drag-and-drop, no-coding manner. Best of all, views can be created rapidly and in real-time, including new dashboards, filters and display options, all without requiring a server restart. This means no downtime, allowing your agents to continue taking calls!


Unified Desktop provides support for multiple communication channels such as voice, web, chat, email, fax, social media, and more – all within a single environment. Support for multiple concurrent customer views is also provided, allowing an agent to service one customer on a voice call, while servicing another customer via email. By providing seamless switching between multiple channels, agents are able to be more effectively utilized. As your organization adopts newer forms of channels, Unified Desktop is the ideal place to bring them together for a seamless customer experience.

Auditing and Reporting

Unified Desktop provides a pervasive and comprehensive Roles and Privileges mechanism that allows for a very fine-grained approach to controlling access to, and behavior of, the features and functionality in the product. Roles can be defined administratively at runtime and each Role allows for a flexible grouping of Privileges. You have full freedom to define the Roles to meet your business needs.

Built on the Interact Hub

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


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

The dynamic customer dashboard will provide a true 360 degrees view of the customer for the agent to instantly understand who the customer is, why they’re calling, and their journey so far.

Provides real time process guidance

Our smart agent desktop doesn’t stop at unification – utilizing interactive guidance and next-best actions, your agents know exactly what to do, when to do it, and how to do it. Agent guidance can work in concert with automation technology to drive shorter calls, better customer interactions and shorter agent training times.

Automate Processes

In addition to unification and guidance, our unified agent desktop drives further efficiency through our 27 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.

Solution Highlights

Shorter Calls

Shorter Calls

20 - 30% reduction in average handle time (AHT)

Reduced Training

Reduced Training

Cut training time and costs in half (50%), all with quick setup

Improved Quality

Improved Quality

Allow the agent to focus on the customer, less on the system

Improved Accuracy

Improved Accuracy

Eliminate the need for copy-paste or re-typing data



Integrate chat, email, social, video, co-browse, and more into a single interface

Improved Simplicity

Improved Simplicity

One application for the agent to manage instead of multiple

Case Study

Jacada Receives Material Order from a Major European Telecom to Continue Providing Agent Guidance, Automation, and Desktop Unification

Extended Agreement indicates trust in Jacada’s ability to simplify agent processes and enhance customer experience ATLANTA, Jan. 11, 2018 (GLOBE NEWSWIRE) -- Jacada Inc. (OTCQB:JCDAF), a leading global provider of solutions designed to automate customer service interactions, reduce the size of contact centers, and improve the customer experience, today announced that it has again extended its relationship as the customer service enterprise software solution provider for one of the largest cable operators in Europe.

PSCU Partners with Jacada to Provide Contact Center Technology Solutions

Nation’s leading CUSO selects Jacada’s customer service solutions to support 900 Owner credit unions Atlanta, Ga. and St. Petersburg, Fla. (March 15, 2018) – Jacada Ltd . (OTCQB: JCDAF), a leading global provider of solutions designed to automate customer service interactions, reduce the size of contact centers and improve the customer experience, announced today it has signed a material deal with PSCU. Jacada will provide a comprehensive unified agent desktop, desktop automation and agent guidance solution in support of PSCU’s nearly 900 Owner credit unions. The project, which includes a suite of Assisted Service contact center solutions from Jacada, will be utilized by hundreds of contact center agents in four PSCU locations across the country.

Jacada Selected by Leading American Telecom to Provide Real-Time Robotic Process Automation, Agent Guidance, and Desktop Unification

Thousands of contact center agents will benefit from Jacada’s ability to automate and improve agent processes while enhancing customer experience ATLANTA – Apr 5, 2018 – Jacada, Inc., provider of Autonomous CX solutions designed to automate customer service operations , reduce contact center size, and improve the customer experience, today announced that it has signed a material deal to provide enterprise customer service software solutions for one of the largest mobile telecommunications operators in America.

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