Jacada

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.