Next Generation Agent Desktop Scores Top Honours from Call Center Magazine
ATLANTA – March 8, 2006 – Jacada Ltd. (Nasdaq: JCDA), a leader in software solutions that drive contact centre process improvement, announced today that CMP Media’s Call Center Magazine has named Jacada® WorkSpace as Product of the Year for 2006. Jacada WorkSpace is a unified desktop for customer service representatives that provides a single point of access to all the mission-critical applications and call centre tools required by the agent to effectively complete a customer interaction.
Over the course of several months, the editors of Call Center Magazine conduct rigorous technology evaluations for contact centre solutions designed to boost productivity and/or enhance operations. The winning companies are those the editors believe to have products that help enhance agents' and call centre managers' productivity, boost sales and/or improve overall customer service the most. The results of this competition are published in the March 2006 issue of Call Center Magazine, and Jacada WorkSpace was among the top honourees.
“The contact centre agent today is faced with a multitude of systems and processes they are required to learn, navigate and manage,” said Keith Dawson, editorial director for Call Center Magazine. “This complexity is one of the key bottlenecks to improving the customer experience and driving costs our of the call centre operations. Jacada WorkSpace is addressing this problem by delivering a standardised, unified desktop experience for the agent that simplifies access to the underlying back office applications and seamlessly integrates the wide variety of call centre tools they use.”
Essentially a desktop interaction hub that integrates all tools and channels of communications with the customer, Jacada WorkSpace eliminates the inefficiency of the desktop maze by providing the agent with a single interface to access the multitude of disparate systems and resources needed to effectively perform his or her job. This enhanced, unified desktop dramatically reduces the steps needed to complete an interaction resulting in operational savings and increased customer satisfaction. In addition, by using dynamic, role-based desktop controls, Jacada WorkSpace enables companies to transform product-specific or function-specific agents to ‘universal’ agents, maximising agent productivity and reducing operational costs.
Innovation-driven companies are seeking ways to make the frontline to their customers – the contact centre agents – more effective and proficient across a variety of business lines. Organisations, especially in the outsourcing and telecommunications industries, are adopting the unified desktop to boost the overall performance of their contact centres. Delivering a single workspace environment for agents helps decrease training time and increases system navigation efficiency, giving the agent more time to service the customer, rather than being locked down with toggling through applications.
“Contact centre agents today are forced to deal with the chaotic mix of multiple systems and contradictory performance metrics, all while trying to deliver satisfactory customer service,” said David Holmes, executive vice president for Jacada. “Jacada WorkSpace helps resolve much of the chaos these agents encounter on a daily basis by providing a central environment where the agent can perform all required activities in an efficient, less complicated manner. Being honoured with the Product of the Year award for 2006 is a testament to the traction Jacada WorkSpace is receiving in the market and the ROI our customers are experiencing.”
About Call Center Magazine
Call Center Magazine is the only publication in the US dedicated to providing in-depth and unbiased product information on call centre technology, management and operations. Written by a staff of editorial experts and industry luminaries, Call Center Magazine delivers an editorial package most useful to buyers setting strategies and buying products and services for today’s customer contact centre. For more information visit www.callcentermagazine.com.
Jacada is recognised as a leading provider of contact centre productivity solutions. The company’s solutions help customers rapidly simplify and improve high-value business processes without the need for long and expensive systems replacement projects. Jacada WorkSpace is a unified desktop that incorporates all critical functions required by the contact centre agent to successfully complete customer interactions. Jacada Fusion is an award winning process optimisation solution that leverages patented technology to enable contact centres to improve customer satisfaction and increase revenues by providing customer service representatives with more time for customer care and revenue-generating activities.
By significantly reducing call handle times, training costs and error rates, Jacada solutions deliver a rapid, easily measured return on investment, with payback typically achieved in weeks or months. Jacada solutions are deployed in hundreds of contact centres worldwide, and to millions of users through self-service applications designed to off-load contact centre activity.
Jacada has over 1200 customers worldwide including many Fortune 1000 corporations and government organisations. Founded in 1990, Jacada operates globally with offices in Atlanta, Georgia; Herzliya, Israel; London, England and Munich, Germany. Jacada can be reached at www.jacada.com or at 1-800-773-9574.
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