It is conventional wisdom that when you want to work smart, make sure your work space is uncluttered, logically arranged and easy to use. The same goes for your computer desktop. But some people use more applications than others, in which case...a well ordered desktop is extra critical. Few professionals use more applications on a single desktop than a call center agent, who must keep an eye on call queues and calls waiting, call recording solutions, workforce management solutions, performance metrics, chat windows, internal messaging, e-mail, schedules, scripts and a variety of others. Getting all these applications under control becomes extra tricky with a large collection of legacy solutions.
Call center solutions provider Jacada, Inc. today announced the release of Jacada Integration and Automation, focused on integration and automation of legacy Windows and Web applications. With Jacada Integration and Automation, companies are able to automate manual tasks performed by agents, thereby reducing Average Handling Time (AHT) by 20 to 30 percent, increasing first-call resolution (FCR), and raising overall customer satisfaction.
The company says that the solution represents a new integration and automation solution that allows organizations to repurpose their existing Windows and Web applications. In addition to integrating applications, Jacada Integration and Automation automates applications on the desktop to perform routine tasks, including automating navigation, data entry and customer look-ups, saving considerable agent time and preventing keyboard errors. Jacada Integration and Automation also ensures agents follow consistent and effective processes by guiding them to the next best action to perform using its built-in Process Guidance library.
“I'm very excited to be launching Jacada Integration and Automation. We took our extensive experience in this space and asked how we can do it better,” said Dan Weil, chief technology officer of Jacada, in a press release. “The results have been nothing short of amazing. By repurposing your old legacy applications, you can breathe new life into your IT software portfolio and harness the incredible wealth of business rules already encapsulated in these applications,” he added.