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Jacada Leads the Way to Next-Gen Contact Center Productivity
[April 04, 2006]

Jacada Leads the Way to Next-Gen Contact Center Productivity

Associate Editor
Contact centers, very soon, are all going to demand that the next generation of their contact center desktop be an interaction hub built on an open architecture that leverages the latest advancements in Web technology, and can be extended out of the contact center into the enterprise and beyond.  They will require it to go beyond simply providing a central platform for customer communications, but must be able to work with existing hardware and software, not as a workaround solution.

Jacada Ltd., which develops contact center productivity solutions, has released version 3.0 of its unified desktop solution, Jacada WorkSpace, in a model created to meet the demands of the growing number of contact centers seeking a modernized agent desktop, while optimizing processes and maximizing CSR productivity.

Jacada WorkSpace 3.0, which became popular under it former brand, Jacada Fusion Agent Portal, now represents the next generation of contact center desktops.  It is a single agent console that unifies customer interaction tools with a single access point to all the mission-critical applications that enable the agent to effectively service customers.
Enhancements in version 3.0 include universal agent capabilities, support for multiple, simultaneous call sessions, support for Linux servers, and Asynchronous JavaScript Technology and XML (AJAX) controls and features found in the new Web 2.0 rich client foundation.

Universal Agent — The Universal Agent feature in Jacada WorkSpace 3.0 automatically displays the appropriate tools and applications on the agent desktop based on any number of defined parameters, including the CSR’s current task, caller location, the number dialed, or IVR data.  With more and more contact center moving towards a universal agent model, rather than the more traditional specialist agent model, Jacada WorkSpace 3.0 can prove invaluable.  It can enable one agent to handle different inquiries from multiple geographies that may span multiple products by providing exactly the information and tools they need for each interaction.

Web 2.0 Rich Client Foundation — Web 2.0 has been steadily increasing in popularity, driven by consumer-facing applications.  Jacada WorkSpace is one of the first business applications to leverage rich client, browser-based application design techniques to provide a rich user experience for the enterprise worker. Using Asynchronous JavaScript Technology and XML (AJAX), Jacada WorkSpace now delivers client/server-like features and controls in a Web-based, thin client solution.  Customers can employ remote or work-at-home agents and provide them with contact center functionality that is usually available only within the walls of a contact center operation.

This release is only the beginning of greater changes within the industry, according to the firm.  “Market experts and industry visionaries continue to place significant importance on the adoption of a unified CSR desktop,” said Jacada CEO Gideon Hollander.  “But while desktop unification is a top priority in many contact centers, what this next generation desktop should actually be has, until now, remained undefined."

Erik Linask is Associate Editor of INTERNET TELEPHONY. Most recently, he was Managing Editor at Global Custodian, an international securities services publication. To see more of his articles, please visit Erik Linask’s columnist page.

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