Revolutionizing the Agent Desktop with Jacada WorkSpace 6.0
by Gideon Hollander, CEO, Jacada Ltd. -
May 13, 2014
Revolutionizing the Agent Desktop with Jacada WorkSpace 6.0
By Gideon Hollander, CEO of Jacada Ltd.
Jacada Ltd., a leading global provider of call center technology designed to improve the interaction between agents and their customers, released a major new version of its flagship unified desktop solution, Jacada® WorkSpace Agent Desktop 6.0.
One of the key design goals behind WorkSpace 6.0 was to introduce flexibility in the user interface level, to allow the business to rapidly respond and react to changing scenarios. The result is an industry-first user interface (UI) delivery platform that empowers the call center leaders to own and control UI delivery, define call flow processes and handle UI changes with ease, delivering the optimal agent desktop experience. This feature is called Dynamic Views and is part of the WorkSpace 6.0 platform.
Dynamic Views
The state of the art Dynamic Views platform 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.
New Features
In addition to Dynamic Views, Jacada WorkSpace 6.0 introduces new capabilities designed to provide an agile agent desktop. These features include:
• Ability to “hot deploy” scripts to the agent desktop to support rapid business changes
• Enhanced reporting capabilities including Visual Dashboards
• IDE enhancements, including task Wizards to simplify typical development tasks
• Enhanced support for Cisco environments
• Updated server environments
• Enhanced management console
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With Jacada WorkSpace 6.0, contact center leaders are able to integrate vital applications and multiple channels of communications with the customer into a single, optimized view.
Since its first introduction in 2005, Jacada WorkSpace has helped customers reduce the cost of their operations, drive customer satisfaction, and experience a complete return on investment within 12 months of deployment. One example is UK-based telecommunications company Telefónica O2, which has improved first call resolution, reduced average handle time by 40 seconds, decreased repeat calls by 25 percent, and cut training time for agents from five weeks to three as a result of using Jacada WorkSpace. Other companies benefiting from Jacada WorkSpace include Permanent General Companies and Nationwide Insurance.
How does it work?
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 desktop.
The agent desktop supports almost any API, including web services, REST, XML, JSON, RMI, and JDBC. It 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 Jacada’s deep experience in the industry.
Scripted call flows with Dynamic Views
Jacada WorkSpace Agent Desktop 6.0 with Dynamic Views offers seamless integration with Jacada Agent Scripting (an optional component) that solves the problem of call scripts that sound…scripted.
Instead of static, linear call flows, agents are presented with an adaptive user interface that can respond to multiple points within a conversation. Now, the software changes based on the natural call flow with the customer, instead of forcing the call flow to adapt to the system.
Incorporate agent feedback and sophisticated trend analysis to instantly make changes and redeploy interfaces and call flows.
About the Author
Gideon Hollander is the co-chief executive officer and founder of Jacada. Gideon is highly regarded for his strategic vision and innovation-centered leadership, and is focused on ensuring that Jacada delivers high quality, best-of-breed solutions. Prior to founding Jacada, Gideon was part of the research and development team at Comverse Technology. Prior to Comverse, he served in various technology and management positions in an elite unit of the Israeli Defense Forces, where he specialized in expert systems and user interface design. Two of the projects that Gideon managed won the most prominent Israeli award for technological innovations. He can be reached at gh@jacada.com.
About Jacada
Jacada provides solutions that optimize and improve the effectiveness of customer service interactions. Jacada agent desktop and process optimization solutions help companies reduce the cost of their operations, drive customer satisfaction and provide a complete return on investment within the first year after deployment. More information is available at www.Jacada.com.
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