In today's cost-conscious customer service organization, customer service representatives (CSRs) are often faced with a wide array of complex applications and systems, where navigation and workflow issues have become pitfalls to delivering an exceptional customer service experience.

For these contact centers, training issues and agent retention often steal resources and energy from the customer service experience. As applications have grown in complexity, training has become more involved and costly, which limits its benefit and effectiveness.

Jacada® Advisor, a technology-enablement solution, is designed to simplify the complexity of existing customer service desktop applications and reduce the amount of training required to work with those applications by leveraging the solution's desktop automation, in-context help and embedded interaction management capabilities.

Jacada Advisor combines our Windows/web integration and interaction management technology with HTML-compatible "application bubbles," a heads-up, contextual interface which enables in-line and in-context data feeds while reducing training issues and expenses.

Training Benefits

• Budget Flexibility – reduces system training and budget demands and allows more time specific industry or customer skills training
• Productivity – unlimited and customizable assistance moves CSRs from training to live calls more quickly
• Reduced Cost of Turnover – maintains more CSR knowledge within the systems and reduces reliance on individual CSR know-how

Solution Capabilities

• Improves the usability and user efficiency of key applications
• Automated single logon
• Event-based cross-application copy and paste functionality
• Intelligent, customizable user interface
• HTML-compatible "application bubbles"
• Drag and Drop interaction modeling
• Enables dynamic, rules-driven processes
• Hot-deployable call flows
• Interaction management tools include version control, KPI reporting and heat maps
• Non-invasive integration

Download our Jacada Advisor brochure
Learn more about how we deliver our products
Request more information
Access broadcasts, white papers, and industry info