360 Degree View of the Customer
Today, companies are recognizing that being able to deliver a high-quality customer experience using a 360 degree view of the customer is of major strategic value to the organization. A 360 degree view enables the contact center agent to increase customer satisfaction by engaging in knowledgeable conversations with the customer. Having a 360 degree view also enables agents to offer relevant offers to customers, which significantly increases up and cross-sell conversion rates.
But most companies already recognize the value of a 360 degree view of the customer. They also have come to understand how traditional means of approaching this 360 degree view have delivered only pieces of the puzzle, not the complete picture. As a result, the 360 degree view of the customer has become one of the most elusive targets in the contact center.
Jacada's 360 Degree View of the Customer
Jacada leverages its years of application collaboration experience to bring a true 360 degree view of the customer to contact centers. Jacada Fusion seamlessly combines all of the agent’s desktop applications into a single powerful, easy-to-use portal-like environment.
Agents are provided with a 360 degree view of the customer and a 360 degree view of the company’s product portfolio, enabling them to demonstrate an intimate knowledge of the customer and empowering them to close each customer issue successfully.
But Jacada's 360 degree view goes beyond offering a consolidated view of the customer; it also provides agents with a 360 degree view of multiple business systems and contact center processes.
This true 360 degree view provides representatives with access to information needed to meet customer-service demands and to facilitate Web-based customer self-service. It also guides them through processes such as cross-selling interactions, which allows companies to embed best practices into every agent conversation.
The 360 degree view of the customer provided by Jacada produces measurable benefits in the contact center, including the following:
- Improved customer interaction and call quality,
- Reduced call time,
- Significant reduction in data entry errors, and
- Reduced training time.
All of which result in keeping customers, driving more business and improving cross-selling capabilities.
Jacada's 360 degree view of the customer has dramatically improved the contact center operations of major companies worldwide such as AIG, Arch Wireless, Bank of America, Cendant-RCI, Prudential, and many others.
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