Single View of the Customer
Today, companies are recognizing that being able to deliver a high-quality customer experience using a single view of the customer is of major strategic value to the organization. A single view of the customer enables the contact center agent to increase customer satisfaction by engaging in knowledgeable conversations with the customer. Having a single view of the customer also enables agents to offer relevant offers to customers which significantly increases up and cross-sell conversion rates.
Most companies already recognize the value of a single 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 single view of the customer has become one of the most elusive targets in the contact center.
Jacada Fusion's Single View of the Customer
Jacada leverages its years of application integration experience to bring a true single 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 single view of the customer and a single 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 single view goes beyond offering a consolidated view of the customer; it also provides agents with a single 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 single view of the customer provided by Jacada Fusion 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 Fusion’s single 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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