Jacada upgrades desktop suite

2010-02-18 - Jacada, a provider of customer experience management and process optimization solutions announced the general availability of a major new release of its flagship solution, Jacada WorkSpace 5.2, to enhance customer interactions at the point of contact with the customer call center.

The Jacada WorkSpace 5.2 unified desktop solution integrates vital applications and channels of communications with the customer into a single, optimized hub. The new release extends the product's automation capabilities and includes additional interface upgrades designed to streamline the effectiveness of interactions between customer service agents and customers. In addition, Jacada WorkSpace 5.2 includes interaction management and basic reporting components.

The release includes the following features:

• Desktop transfer enhancements to copy and convey important data when a call is transferred to another agent
• Expanded customer search tools to enable "Free Text" searching, complete-as-you-go capabilities and links to intelligent views
• Inherent document/knowledgebase search capabilities to allow for flat-file indexing and data dispositioning across multiple knowledgebases
• Auto-populated customer information portlet to permit vital statistics at a glance
• Built-in multi-tab and drill-down navigation structure to simplify complex, multi-application environments
• Collapsible/expandable intelligent view capabilities
• Pre-built industry views and updatable data models for select vertical markets
• Interaction timeline to display key events and customer interactions, visually and chronologically
• Help-on-Hand feature to provide real-time, on demand guidance and interaction
• Enhanced agent alerts
  

Author(s): CallCenterInternational

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