Jacada Workspace Agent Desktop™ is a purpose built desktop solution that is designed to provide
an improved customer service experience by streamlining the agents interactions with a large
number of systems. The Agent Desktop changes the agent interaction to be customer driven instead
of systems driven. By optimizing the call process, agent tools and focusing on the customer,
agents are more effective, resulting in a lower Average Handle Time (AHT) and increased First
Call Resolution (FCR), while achieving a better customer service experience.
The Agent Desktop allows you to model processes that
optimally serve the customer, instead of driving the customer experience
unnaturally by forcing existing application behavior and complexity on the
agent. With the Agent Desktop, your existing applications are interwoven into
new customer friendly processes and enabled by tools that empower your agents.
Our feature rich call center tools, process modelling
capabilities, and application automation features make it the single most
powerful Agent Desktop on the market.
- The back-office applications on your agent desktop are not designed to deliver an optimal customer experience
- You want agents to focus on quality customer experience instead of dealing with underlying application complexity.
- Your agents struggle with numerous cumbersome applications.
- Your agents have to re-type data during a call.
- Your customers experience long Average Handle Times (AHT).
- You are challenged to decrease cost and time for training
- You want to reduce After Call Work (ACW).
- You are attempting to increase sales and revenue
The ability to create new customer friendly processes from existing applications,
and to unify knowledge bases and communication channels, makes Jacada Workspace
Agent Desktop ™ the logical tool for every business struggling to deliver
exceptional customer experience.
Take a quick tour of the new industry standard:
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Jacada Workspace Agent Desktop is a
Presentation Layer tailored specifically to the unique demands of a call
center. This presentation layer, optimized for your agent workflow, can connect
to both back-end data sources as well as to the applications residing on the
The Agent Desktop supports almost any API,
including Web Services, REST, XML, JSON, RMI, and JDBC. The Agent Desktop
leverages existing investments in your SOA or ESB, by seamlessly integrating to
and reusing the services currently exposed. Where older "legacy", or more proprietary
applications exists that have no API or integration methods, we are able to surface select
functionality through our unique Jacada Integration and Automation technology,
ensuring you can fully use your existing application.
Agents continue to have access to frequently used applications, as these will
reside side-by-side with the Agent Desktop.
The end result is a seamless blend of existing application
functionality orchestrated in a process optimized for a call, all within a highly
flexible presentation layer. The presentation layer additionally supplements
the integrated applications through providing a host of call center tools and
features, developed as a result of our deep experience in the industry.
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typically reduce Average Handling Time (AHT) by 20% - 30%, increase First Call Resolution
(FCR), increase sales revenue, and raise overall customer satisfaction. We like
to think of this as solving the “three E’s”: Efficiency (cost reduction),
Effectiveness (productivity increase) and Experience (increased loyalty).
Our customers also
reduce training time and costs by 50%, all with a quick set-up. The training
investment is significantly reduced thanks to the easy-to-use and intuitive
Jacada Workspace Agent Desktop™ interface, which gives agents less to learn,
less to remember and more time to give superior customer experience.
And best of all, this is accomplished with a typical ROI of less than 12 months!
Typically, customer interactions comprise three major parts:
The Start of the call is about quickly identifying the customer, finding relevant
information and demonstrating that you know them.
The middle bit is the actual process, the journey, what the customers wants to do
or have help with.
The last part (Wrap & After Call Work) is about ensuring that actions are
executed, completing any downstream processes and hand offs and recording
appropriate information for business management.
Completing these three parts of a customer interaction can be quite complex but from
a customer’s perspective, it’s quite simple. All they want is for you to quickly and effectively “Know
me"; "Help me" and make sure you "remember me”.
With Jacada Workspace Agent Desktop™, agents get a full
customer profile instantly, drawing on data from multiple sources in real-time.
This customer dashboard is easily configured and can
dynamically adapt based on a number of criteria including the call type and
agent role, ensuring the most relevant customer information is displayed at the
Our state of the art Dynamic Views allows for the rapid
assembly of presentation layers, all in a drag-and-drop, no-coding manner. Best
of all, views can be created rapidly and in real-time, including new
dashboards, filters and display options, all without requiring a server
restart. This means no downtime, allowing your agents to continue taking calls!
Dynamic Views brings presentation mash-ups to a new level of
sophistication, clearly separating the roles of Business and IT. The IT group
will create ‘widgets’ that encapsulate a back end data source, such as to your
CRM system. The Business is then free to use multiple data sources in a
flexible manner that allows them the freedom to build sophisticated dashboards.
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Jacada Workspace Agent Desktop™ offers built-in telephony integration to major
vendors, such as Genesys, Cisco and Avaya.
“Screen pop” ensures that agents are alerted to incoming calls. When the call is
answered, the agent desktop is able to pre-fetch customer information by utilizing
data in the CTI or IVR system (e.g. Account number), freeing the agent from performing
manual and time consuming customer searches.
The Agent Desktop includes a full “soft phone” for call control, allowing for easy
conferencing and collaboration. The soft phone displays all the important call timers
(AHT, ACW and more), serving as a personal KPI dashboard, along with conveniently
placed phone operation functions. Multiple Transfer types are supported (Cold, Warm and
Consultative/Handshake), and transfer lists or phone books are configurable and can change
based on agent role
Agents can automatically transfer desktop data along with the call to prevent requesting
information from the customer again, and to pre-populate the receiving agents desktop with
all the relevant customer data. This provides a seamless customer experience and ensures
that customers only need to give their information once when they call your company,
if they are transferred.
Call centers want an accurate footprint detailing the precise interaction history
to assist the next agent who may serve the customer. Today however, there are many
inconsistencies from agent to agent on the level of detail that is actually recorded,
ranging from them writing small novels through to limited notes in their own shorthand.
Writing these notes takes time, writing inaccurate notes wastes time.
Jacada Workspace Agent Desktop™ solves this problem by being "context
aware" during the call, interpreting an agent's actions and automatically
collecting disposition codes. When the call is completed, disposition information
is saved automatically.
By automating agent disposition, our customers achieve between 10 and 30 seconds
average handle time (AHT) reduction. As an added benefit, the disposition codes
are consistent and searchable, allowing for more sophisticated reporting.
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By providing seamless switching between multiple channels, agents are able to be
more effectively utilized.
In addition to the traditional channels of contact center management, Jacada Workspace
Agent Desktop is ready to leverage the newer forms of contact that include blogs,
forums and other social media such as Twitter feeds and Facebook posts. As your
organization adopts newer forms of channels, Jacada Workspace Agent Desktop is the
ideal place to bring them together for a seamless customer experience.
Today’s complex environments require agents to search multiple knowledge silos in
order to resolve a customer issue. Using our unified knowledge management capability,
agents can search all knowledge repositories with a single query, and have results
delivered based on overall relevancy, increasing ease and speed of answering customer
Our built-in indexing mechanism will mine your existing knowledge stores,
with support for most common document types, allowing for quick information retrieval.
Investments in existing and/or new knowledgebase’s are preserved through our ability to integrate
with external knowledgebase systems.
The Help on Hand feature proactively searches knowledge repositories based on the
agents current actions, automatically retrieving the most relevant articles that
may assist the agent in their current task.
Jacada Workspace Agent Desktop™ automatically and seamlessly logs an agent
on to all the underlying applications (“Single Sign-on”). Without an agent desktop, it is not uncommon
to see agents logging into multiple applications a number of times during the day.
Along with multiple login requirements are the inevitable “lost password” situations
and session timeouts causing further delay and frustration,
usually resulting in a large number of password reset requests to a company's IT helpdesk.
Jacada Workspace Agent Desktop includes a Secure Password Manager where agents can
maintain their list of applications along with user ID’s and password allowing the
agent to log in once to the desktop. Once authenticated, all the logins to the subsequent applications
Some of our customers estimate that by simply automating the login process, they
are saving close to one million dollars a year in wasted time.
In environments where access to
one or two primary applications (eg, CRM system) is still needed, the Agent
Desktop allows embedding or ‘Nesting’ the application in a tabbed environment.
These applications are still accessible, in an organized manner. Data
and context can be shared between nested applications to drive a nested
application to the right place and pre fill relevant data fields without agent
key strokes, saving time and eliminating data entry errors.
For example, updating an address may require updates to multiple back-end systems through
multiple client applications. By automating this process, the agent is only
concerned with updating the address once, and allowing the Agent Desktop to
take care of updating all systems of record.
Nesting also provides an iterative approach to a full Agent Desktop.
Start off with simplifying one or two major processes and nest the remaining applications.
Over time, your Agent Desktop can become more comprehensive and fewer applications need be nested.
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Contact centers need to respond rapidly to changing business needs and quickly retool
interactions for the customer service agents. Traditionally, creating and managing
the interaction has involved complex and lengthy IT development cycles, preventing
the business from adapting to customer needs in real time. And more often than not,
the changes are minor such as adjusting pricing, updating offers and improving best
practices. This is something that a contact center manager or business analyst should
be able to do quickly and as often as the business requires
The Jacada Workspace Agent Desktop provides a friendly graphical development environment
in which interactions are easily assembled, self-documented, versioned and once approved, published
to the agent in time for the next call. Business analysts can even invoke business transactions
that are built, approved and published by the IT function.
Chat allows agents to communicate
with their supervisor and optionally, with other agents such as specific
subject matter experts, all within a controlled and auditable environment. The
need for “floor walkers” to support groups of agents can be reduced or
eliminated and agents can rapidly reach out for help, saving customer wait, or
hold time on a call.
All chats can optionally be audited, perfect for environments that have strong regulatory
or compliance requirements.
Chat is based on the open standard XMPP protocol and can integrate with your existing
Providing a sophisticated real-time communication vehicle ensures that your agents
have efficient access to Subject Matter Experts (SME’s) and help increase First
Call Resolution (FCR).
It is essential to “do what you say you will do” to engender trust with a customer.
Many call centers have a myriad of different ways that individual agents use to remind
themselves to follow up on commitments they have made. As good as they may be at doing
this, what happens if they suddenly fall ill?
A built in task manager lets an agent schedule follow-up tasks by due date, ensuring
that customers receive a callback, forms are sent and promised actions are followed
up on. Each task can contain optional customer information, conveniently attached
to the task.
Full escalation capabilities are provided ensuring that tasks never fall between
the cracks. In addition, the Task Manager can be controlled through its extensive
API allowing tasks to be automatically added (or reassigned) based on actions occurring
within the Agent Desktop.
Supervisors receive an enhanced task view allowing them to manage all their agent
tasks, including assignment and reassignment, and being alerted to overdue tasks.
Supervisors can easily assign a task to their entire team.
In an effort to reduce handle time for calls related to bill inquiries, the billing
history view displays a history of actual bill amounts, allowing anomalies to be
quickly identified. Drill down analysis can then be performed on these bills, including
side by side analysis of bills from different periods.
Many of our customer implementations extend this capability to include sophisticated
analysis to determine reasons for the billing amount fluctuations, reducing the
investigative work required by the agent.
Configurable rules allow the Jacada Workspace Agent Desktop™ to alert the
agent to recommended cross sell and upsell opportunities, by leveraging comprehensive
customer information in the decision process. As a result, sales revenue is increased
in a consistent and systematic way, rather than relying on the agents discretion
in making offers.
The Customer Interaction Timelines enables your agent to see an immediate snapshot
of the interaction history between your organization and your customer. The interaction
history can span beyond the call center, and can include external events such as
in-store visits and written correspondence.
Seeing the interaction history and allowing the agent to conveniently scroll back
through time will often allow the agent to understand the reason for the call and
how best to resolve the situation. An interaction timeline is crucial in handling
calls that failed First Call Resolution.
In the event that customer information is not retrievable from the CTI system, CSRs
can use any identifiable information to locate customer data quickly with our unique
"free text" search. Instead of requiring multiple search options to be
specified (eg, by Account number, by Zip code, by Telephone number), Customer Search
will automatically determine the key to use when searching for a customer, by utilizing
a set of configurable pattern matching rules. In the event of non deterministic
search criteria, the agent will be automatically prompted for clarification. In
addition, power agents will enjoy the use of short cut codes that force searching
on specific key attributes.
Comprehensive messaging capabilities allow messages to be broadcast to your agent
base (or group of agents). Supervisors have access to the Message Center, allowing
them to create messages for publication, either immediately or for a future scheduled
Unread messages are displayed at the start of an Agent shift, and can optionally
require agent acknowledgment of these messages, ensuring that they are read. During
a shift, messages are conveniently displayed in a scrolling ticker tape. Messages
can be assigned priorities, affecting the frequency with which they are displayed.
Externally provided information, such as call center statistics, can be included
through our support for open standard RSS feeds.
Jacada Workspace Agent Desktop provides a pervasive and comprehensive Roles and Privileges
mechanism that allows for a very fine grained approach to controlling access to, and behavior
of, the features and functionality in the product.
Roles can be defined administratively at runtime and each Role allows for a flexible
grouping of Privileges. Thus, for example, a junior agent may receive more prompts and
guidance then a senior agent. Or, agents in one group will not have access to applications
used solely by another group. You have full freedom to define the Roles to meet your business needs.
Monitor the customer service process and agent interaction with Workspace's built-in
auditing mechanism. This will ensure you meet all compliance or regulatory requirements,
can optimize your call flows and ensure you are meeting customer service experience levels.
Audits are maintained at the action, (e.g. Changed a field value), process
(Changed the customer address) and interaction level (What was performed
during the entire call) allowing for maximum flexibility and reporting capability.
Over 30 predefined audit points are provided out-of-the-box, and include shift start
and end logging, tracking time spent in underlying applications, and CTI status
changes such as start and end of a call transfer. The auditing framework is fully
extendible and customized audit points can be easily added.