Unified Agent Desktop
Customer Service Reps Need a Unified Agent Desktop
Today's customer service representative (CSR) utilizes a wide variety of tools to serve the customer: CRM systems, CTI screen pops, call scripts, navigational tools, email, chat, and a growing number of business applications required to retrieve and input customer data.
As a result, the CSR’s desktop has become a maze of systems resulting in costly operational inefficiencies and headaches for both the agent and the customer. To help streamline customer interaction processes and create operational efficiencies, companies are turning to a unified agent desktop solution.
Jacada WorkSpace is, in essence, a desktop interaction hub that integrates all tools and customer communications channels into a unified agent desktop. Jacada® WorkSpace is a unified agent desktop 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.
A Unified Agent Desktop Eliminates the Inefficiency of the Desktop Maze
Jacada WorkSpace eliminates the inefficiency of the desktop maze by providing the agent with a cohesive unified agent desktop to access the multitude of disparate systems and resources needed to effectively perform his or her job.
This enhanced, unified agent desktop dramatically reduces the steps needed to complete an interaction, resulting in operational savings and improved customer satisfaction.
In addition, using its role-based desktop controls, Jacada WorkSpace unified agent desktop enables companies to transform single product agents to universal agents, maximizing agent productivity.
