The Call Center Portal
Today, more and more companies are recognizing that being able to deliver a high-quality customer experience using a call center portal is of major strategic value to the organization.
The call center portal is designed to drive operational efficiency while enabling revenue generation and customer retention activity.
Many organizations that strive to optimize their call center operations discover that their representatives are severely limited because systems are difficult to use and are not integrated. The call center portal provides a single point of access to multiple business systems and simplifies call center processes. The result is improved agent productivity as well as an enriched, personalized customer experience that is consistent across all business channels.
The Call Center Portal and Jacada Fusion
The Jacada WorkSpace call center portal seamlessly integrates the applications at the CSR's desktop, dramatically improving productivity. The result is:
- Improved customer interaction and call quality,
- Reduced call time,
- Significant reduction in data entry errors, and
- Reduced training time.
All of which drive more business and set the stage for improved cross-selling capabilities.
Companies leverage Jacada solutions to make call center systems easier to use, to give representatives access to information needed to meet customer-service demands, and to facilitate Web-based customer self service.
Jacada helps call centers modernize and transform legacy systems into easy-to-use graphical applications with improved workflow and a modern, intuitive look and feel.
Jacada is also the leading call center portal provider for integrating new CRM solutions, such as Siebel and Oracle, with existing back-office systems – providing access to corporate systems such as billing, inventory, accounts payable/receivable, sales, and customer service.
As a result, Jacada customers are realizing major reductions in training time, costs, and errors; improving employee productivity and retention; and ultimately delivering higher levels of customer satisfaction.
