Single Front End
Contact Centers are Turning to a Single Front End Solution
To help streamline customer interaction processes and create operational efficiencies, contact centers are turning to a single front end solution. A single front end solution enables companies to reduce or eliminate manual system navigation and allows agents to get to the information or functionality they need more quickly. The elimination of mouse clicks and keystrokes directly results in a reduction in average handle time.
Over the years as contact center technology investments increased, spending on customer service agent tools, such as scripting and quality monitoring, and business applications, such as CRM and ERP applications, skyrocketed. While all of this technology has led to improvements in efficiency, many companies are also starting to see the negative effects from these technology investments. A prime example — the complex agent desktop that is so prevalent in contact center operations across the globe.
Jacada Workspace is a Single Front End Solution
Jacada® WorkSpace is a desktop interaction hub that integrates all tools and customer communications channels into a single front end. Jacada WorkSpace is a single front end solution 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.