Rise in Call Center GUI Front End Projects
The realization of the desktop complexity problem is resulting in a rise in the number of call center GUI front end projects. A call center GUI front end solution enables companies to reduce or eliminate manual system navigation and allows agents to get to the information or functionality they need more quickly.
Due to an increasing number of applications being inherited by the contact center from other business areas, agents are confronted with five, ten, even 20 applications for a single customer interaction.
As a result, information takes longer to locate and agents become more focused on system navigation rather than interacting with the customer. This complex environment is fast becoming a key driver of agent dissatisfaction and can have significant impact on customer satisfaction.
Call Center GUI Front End Serves as a Desktop Integration Hub
Jacada® WorkSpace is a desktop interaction hub that integrates all tools and customer communications channels into a call center GUI front end. Jacada WorkSpace is a call center GUI front end solution for customer service representatives that provides a single, "intelligent" point of access to all the mission-critical applications and call center tools required to effectively complete a customer interaction.
