Jacada® WorkSpace
Business Problem
Today's customer service representative (CSR) utilizes a wide variety of applications and tools to serve the customer: CRM systems, line-of-business applications, knowledge management systems, workflow and collaboration tools, scripting, email, chat… and the list goes on. As a result, the CSR desktop has become a chaotic maze of disjointed systems, which fosters costly operational inefficiencies and headaches for both the CSR and the customer. CSRs spend more time logging into applications, navigating through complex screens, searching for the right answer, struggling to remember processes and dealing with redundant data entry, than they do focusing on the customer's request.
The Solution
The Jacada® WorkSpace contact center solution provides a single user interface to the mission-critical applications and tools required by the CSR for effective customer interactions. With a unified service desktop, CSRs can shorten calls, improve customer interactions, be trained more rapidly and provide a consistent experience to customers. Jacada WorkSpace allows the business to concentrate on the customer interaction and process rather than the navigation of the desktop applications (systems).
Feature Highlights
- Automated logon to all applications and tools
- Integrated softphone
- Application nesting (applications managed inside tabs)
- Task-based user interface with assisted navigation
- Audit trails and compliance monitoring
- Business analyst view of tasks and flows
- CTI support
- Real-time alerts and messaging
- SmartPad (automates copy-and-paste between screens and applications)
- Desktop personalization (CSR can customize desktop personality)
Jacada WorkSpace is:
- A Unified Service Desktop – all business applications, contact center tools, tasks and channels of communication are cleanly presented within one console.
- A Task-Based User Interface – dynamic generation of task flows and automated processes, without coding, and provides traceability for compliance, audit and risk mitigation.
- A Universal Agent Desktop – role-based rules engine supports the type of call or service being provided, including the appearance and arrangement of the data, the applications presented and the flow invoked, enabling customization to the task being performed.
Leveraging New Technologies
Jacada WorkSpace deploys as a thin-client, browser-based solution and takes full advantage of Web 2.0 technologies including AJAX and RSS. As a completely thin-client customer service desktop, it is deployable to any desktop, anywhere, giving you the flexibility to embrace new contact center concepts such as virtualization and the universal agent. Jacada WorkSpace deploys as a J2EE application, and leverages the power of web services and SOA to deliver a composite view of your customer data.
If your systems are not easily integrated or are lacking web services or application programming interfaces, it's not a problem for Jacada. Utilizing Jacada® Fusion, you can rapidly web service-enable any of your business applications, providing seamless integration with Jacada WorkSpace. You can deliver a simplified, unified customer service desktop without requiring any changes to your existing systems.
Improving Your Bottom Line
The benefits of a unified service desktop approach are clear:
- Shorter calls
- Improved customer interactions
- More rapid training for CSRs
- More up-sell opportunities
- Providing the perfect interaction experience to customers.