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Jacada Selected For Membership In Avaya DeveloperConnection Program
TMCnet Contributing Editor
Jacada, a provider of contact center productivity solutions, has announced that it has been selected by Avaya, a global provider of business communications applications, systems and services, for membership in the Avaya (News - Alert) DeveloperConnection program.
Solutions offered by Jacada are positioned to simplify, automate and optimize contact center work processes across disparate business systems in order to eliminate inefficiencies and boost productivity.
One offering, Jacada WorkSpace, is a unified desktop that incorporates all critical functions that the contact center agent requires to successfully complete customer interactions.
Jacada Fusion is a solution designed to incorporate patented technology that enables contact centers to improve customer satisfaction. By providing customer service representatives with more time for customer care and revenue-generating activities, contact centers can improve customer satisfaction and increase revenues.
Working with the Avaya Customer Interaction Suite of contact center applications, Jacada solutions can simplify the contact center agent’s interaction with business systems by automating and optimizing work processes, including those systems that flow across disparate business systems. The agent’s process workflow can then be optimized without any replacement or modification of existing business applications.
The promotion of the development, compliance-testing and co-marketing of third party products compatible with standards-based Avaya solutions is key to the Avaya DeveloperConnection program. The expertise of member organizations include a broad range of technologies including IP telephony, contact centers and mobility applications that help companies extend the value of multivendor network and transform voice into a business application that contributes greatly to the bottom line.
Russ Duffey, vice president of business development for Jacada noted that membership in Avaya’s developer community will be instrumental as Jacada continues to grow and extend the reach of its solutions to contact centers globally.
Duffey continued that building on Avaya resources and the company’s strong leadership in the contact center space, Jacada will be able to leverage its next-generation desktop and process optimization solutions in order to provide companies the technology they need to optimize work processes among their agent populations as well as deliver a unified workspace that enables agents to focus more on delivering superior service than system navigation.
More than 2,500 members strong, the Avaya DeveloperConnection program includes software and hardware developer companies, integrators, service providers and customers. Those solutions tested for Avaya compliance include natural language speech recognition applications, wireless services, specialized computer telephony integration and reporting capabilities as well as applications tailored for specific vertical industries.
According to Eric Rossman, vice president, developer relations and technical alliances, Avaya, the involvement of companies like Jacada enable the Avaya developer community to become a catalyst for rapid innovation – creating multivendor applications that help enterprises around the world unleash powerful new possibilities for operating more efficiently and effectively.
Rossman added that Avaya helps businesses embed secure, reliable Intelligent Communications into the very fabric of their organizations so that employees and customers have immediate access to information regardless of where they are or how they prefer to communicate.
With selection for the Avaya DeveloperConnection program, Jacada will not only have access to training, testing and third party partners, the company will also have the strength of the Avaya name. In competitive situations, this membership will better position Jacada for the win.
By focusing on efficiency, access to information and customer service, Jacada is hitting the top priorities for contact centers. While this may be obvious that these are talk points for any vendor marketing to contact centers, many fall short of being able to incorporate all three into a viable solution. The selection into the DeveloperConnection program indicates that Jacada does just that and more.
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