Jacada to Enhance Complex Call Centre Applications

Jacada, a provider of customer experience management and process optimisation solutions for customer service operations, has announced the launch of Jacada Advisor, a new product designed to help results-driven customer service organisations seeking to improve the usability and user efficiency of key applications.

The company says the product is already acknowledged in the US for its customer-focused functionality Jacada Advisor, is designed to simplify the complexity of existing customer service desktop applications and reduce the amount of training required to work with those applications. It overlays contextual scripting, offers help advice and next best action guidance in the form of “application bubbles,” or on-screen prompts which enable in-line and in-context data feeds for customer service representatives.

“Jacada is once again at the forefront of innovation in customer experience solutions,” said Guy Tweedale, senior vice president, European operations for Jacada. “Jacada Advisor answers a particular need for our call centre customers… a solution that offers integration capabilities, rules-based processes and dynamic data presentation unlike any solution currently on the market.”

Targeted toward cost-conscious customer service organisations seeking to improve usability and user efficiency of key applications, the new product also provides desktop automation and embedded interaction management capabilities. The “applications bubbles” feature will reduce training effort and expenses while enhancing customer interactions by providing a heads-up, contextual interface to key information helping to strengthen the knowledgebase and workflow for customer service agents during the call flow and call handling.

“Training is a huge issue in the customer call centre and Jacada Advisor directly addresses this concern in a non-invasive, cost-effective package,” added Guy Tweedale. “Jacada Advisor will have a significantly positive impact on training budgets and timelines, especially for new call centre agents.”