Desktop Optimization Solutions
Desktop optimization solutions are quickly becoming a strategic solution for contact centers to combat desktop complexity and improve the efficiency and effectiveness of customer service operations.
In today's customer service environment, customer service representatives (CSRs) are expected to do more and more – from handle basic service inquiries to sell any combination of services and products to boost revenue, while paying attention to a host of other service level metrics.
Desktop optimization solutions help simplify the customer experience by bridging together all the desktop applications on the CSR desktop, creating a more intuitive, user-friendly workspace that enables CSRs to work more efficiently and effectively.
Jacada® WorkSpace is a desktop optimization solution that provides the CSR with an "intelligent" view – meaning all the pieces of information from legacy systems the CSR needs to service the customer are within a unified view.
Having this seamless, desktop optimization solution eliminates navigational inefficiency and decreases training ramp-up time, plus connects and automates legacy systems and resources needed to effectively service the customer – from inquiries to closing additional sales.
Using desktop optimization solutions like Jacada simplifies the processes needed to handle a customer inquiry, which results in operational savings and improved customer satisfaction.
In addition, using role-based desktop controls, Jacada desktop optimization solutions expand the job task capabilities of CSRs by enabling universal agent functionality, where any CSR can handle any type of call, from anywhere, and at any time.
Leading customer service organizations across all industries are discovering the significant improvements in performance metrics associated with using desktop optimization solutions. Jacada solutions help shorten handle times, improve service levels, decrease training costs, maximize up-sell opportunities and deliver a more consistent customer service experience to your customers.