Jacada® Fusion
Business Problem
Improving the customer experience is a top priority for nearly every company. Yet the person responsible for delivering superior customer service - the customer service representative (CSR) or contact center agent - is ill equipped to answer the call. The number of applications the CSR must learn and navigate to answer even a simple inquiry is staggering. Their environment is so complex they become more focused on the desktop chaos than they are on the customer interaction. This is not a formula for customer service excellence.
The Solution
Jacada addresses this chaos with Jacada® Fusion. Jacada Fusion contact
center solutions are a suite of products (
What makes Jacada Fusion unique is its ability to rapidly deliver solutions by non-invasively working with, not replacing, your existing business applications. In other words, you do not need to rewrite, replace, or otherwise spend millions on re-architecting business applications to improve your contact center. Unlike the expense and failure typically associated with a 'rip-and-replace' approach, Jacada Fusion solutions are delivered within weeks or months with guaranteed success. Jacada solutions are deployed in hundreds of contact centers worldwide, and to millions of users through customer self-service applications designed to off-load contact center activity.
Using Jacada Fusion, our customers can deliver...
- Auto Logon
- Intelligent View of the Customer
- Workflow and Process Automation
- In-call Intelligence
- Up-sell/Cross-sell
- Adherence, Compliance & Alerts
- Auto Call Wrap-up & Disposition
- Dashboards, Reporting & Alerts