Universal Agent Desktop
The customer service desktop has become a maze of systems that has resulted in costly operational inefficiencies and headaches for both the agent and the customer. Crowded with disparate business applications such as CRM systems, CTI screen pops, call scripts, navigational tools, email, and chat, customer service representatives (CSRs) are forced to toggle back and forth between applications and navigate through complex processes to get the customer data needed to handle a call. To simplify customer interaction processes and create operational efficiencies, companies are turning to a universal agent desktop.
Jacada® WorkSpace is a Universal Agent Desktop Solution
Jacada® WorkSpace is a universal agent desktop solution for CSRs that provides a centralized, "intelligent" point of access to all the mission-critical applications and call center tools required to effectively complete a customer interaction.
This enhanced, universal agent desktop solution 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 universal agent desktop solution enables companies to transform single product agents to universal agents, maximizing agent productivity.
