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Jacada
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Jacada

Overview
Synopsis

The Agent Desktop is a purpose built agent desktop solution that is designed to provide an improved customer service experience by streamlining the agents interactions with a large number of systems.

Category

Call Center Automation Software

Features

• Supports almost any API, including Web Services, REST, XML, JSON, RMI, and JDBC
• Get a full customer profile instantly, drawing on data from multiple sources in real-time
• Allows for the rapid assembly of presentation layers, all in a drag-and-drop, no-coding manner
• Accurate footprint detailing the precise interaction history to assist the next agent who may serve the customer
• Provides support for handling voice, documents, faxes and email, all within a single environment

License

Proprietary

Price

Contact for Pricing

Pricing

Subscription

Free Trial

Available

Users Size

Small (<50 employees), Medium (50 to 1000 employees), Enterprise (>1001 employees)

Company

Jacada

What is best?

• Supports almost any API, including Web Services, REST, XML, JSON, RMI, and JDBC
• Get a full customer profile instantly, drawing on data from multiple sources in real-time
• Allows for the rapid assembly of presentation layers, all in a drag-and-drop, no-coding manner
• Accurate footprint detailing the precise interaction history to assist the next agent who may serve the customer

What are the benefits?

• Reduce Average Handling Time (AHT) by 20% - 30%, increase First Call Resolution (FCR), increase sales revenue, and raise overall customer satisfaction. We like to think of this as solving the “three E’s”: Efficiency (cost reduction), Effectiveness (productivity increase) and Experience (increased loyalty)
• Reduce training time and costs by 50%, all with a quick set-up. The training investment is significantly reduced thanks to the easy-to-use and intuitive Jacada Workspace Agent Desktop™ interface, which gives agents less to learn, less to remember and more time to give superior customer experience.

PAT Rating™
Editor Rating
Aggregated User Rating
Rate Here
Ease of use
7.6
7.1
Features & Functionality
7.6
6.6
Advanced Features
7.6
9.1
Integration
7.6
8.5
Performance
7.6
9.2
Customer Support
7.6
9.1
Implementation
Renew & Recommend
0.3
Bottom Line

Jacada Workspace Agent Desktop is a Presentation Layer which optimizes agent workflow and also connects both back-end data sources as well as to the applications residing on the desktop.

7.6
Editor Rating
7.1
Aggregated User Rating
3 ratings
You have rated this

The Agent Desktop is a purpose built agent desktop solution that is designed to provide an improved customer service experience by streamlining the agents interactions with a large number of systems. The Agent Desktop offers features such as Streamlined Customer View, Dynamic Views, Automated Agent Dispositions, Multi-Channel Support, Unified Knowledge Management, Telephony Integration, Automated Logon and Password Manager, Unified Application Management, Scripting, Agent Chat, Agent Task Management, Billing History, Cross Sell / Up Sell, Customer Interaction Timeline, Smart Customer Search, Agent Messaging, Roles and Privileges and Easy Audits and Process Analysis. The Agent Desktop allows the user to model processes that optimally serve the customer, instead of driving the customer experience unnaturally by forcing existing application behavior and complexity on the agent. Jacada Workspace Agent Desktop’s 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. Jacada Workspace Agent Desktop’s Dynamic Views brings presentation mash-ups to a new level of sophistication where the IT group will create ‘widgets’ that encapsulate a back end data source, such as to the CRM system while the Business then freely uses multiple data sources in a flexible manner that allows them the freedom to build sophisticated dashboards. Jacada Workspace Agent Desktop not only provides support for handling voice, documents, faxes and email, all within a single environment but also provides support for multiple concurrent customer views, allowing an agent to service one customer on a voice call, while servicing another customer via email.

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Ease of use
Features & Functionality
Advanced Features
Integration
Performance
Customer Support
Implementation
Renew & Recommend

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