Unified Agent Integrated Desktop
The Unified Agent Integrated Desktop in the Contact Center
The unified agent integrated desktop is a interface that brings together customer communications channels and agent tools into an intelligent desktop. Contact center agents use many tools to serve the customer, including CRM systems, CTI screen pops, call scripts, navigational tools, email, chat, and a growing number of business applications needed to access customer data. As a result, the desktop has become chaotic, resulting in operational and cost inefficiencies for both the agent and the customer. To help simplify and automate customer interaction processes and create highly proficient systems, contact centers are seeking a unified agent integrated desktop solution. Jacada® WorkSpace is, in essence, a desktop interaction hub that integrates all tools and customer communications channels into a single unified agent integrated desktop.
Solutions to Create the Unified Agent Integrated Desktop
Jacada WorkSpace is an unified agent integrated desktop for contact centers that provides a single, "intelligent" point of access to all the mission-critical applications and contact center tools required to effectively complete a customer interaction.
With a unified agent integrated desktop, agents can recognize improved, consistent customer interactions and satisfaction scores, faster training and shorter call times. Plus, the agent can benefit from more up-sell. Powered by the Jacada® Fusion non-invasive process optimization platform, Jacada does away with costly, risky and time-consuming integration work – the solution will be online sooner without negatively affecting the rest of the organization.
Jacada WorkSpace cleans up the desktop maze by providing the agent with a unified agent integrated desktop to access the disparate systems and resources required. This enhanced and unified agent integrated desktop dramatically decreases the steps needed to complete an interaction, which reduces operational costs while improving customer satisfaction. Utilizing its role-based desktop controls, the Jacada WorkSpace unified agent integrated desktop enables companies to transform single product agents to universal agents, maximizing agent productivity.