Resources and Downloads

Download Trial Version – Jacada Agent Scripting

Video – Case Study

A simplified desktop helps this company's contact center evolve into a streamlined automated call center, resulting in a dramatically improved customer experience.

Video – Telefónica O2 UK

One of UK's largest telecommunications providers partners with Jacada to focus on the topic of certainty and reaps multiple rewards from reduced operational costs and supreme customer satisfaction.

Telecommunications Contact Centers Case Study: Jacada Solutions Improve Quality, Efficiency, and Deliver Cost Savings to Telecommunications Contact Centers

In a customer-centric industry such as telecommunications, efficiently delivering a quality customer experience while increasing employee effectiveness is crucial to the bottom line. The customer’s experience and the results a company achieves on a given call are almost totally dependent on the agent’s ability to access and communicate information from various sources to the customer quickly and effectively.

Butler Group – New Technology Audit: A Special Report About Jacada Fusion and Jacada WorkSpace

This technology report centers on the dramatic operational efficiencies – most importantly, employee productivity and customer satisfaction – that result from open architectures and next generation desktop advancements found in Jacada WorkSpace and Jacada Fusion customer service solutions.

Call Center International Analysis – CRM Integration in Unified Agent-Desktops

Learn how contact centers are empowering agents with information through customer relationship management (CRM) solutions in order to improve the customer experience.

Call Center International Analysis – Wake-Up Call for Desktop Efficiency

200 multi-national corporate call centers weigh-in on the demanding goals of efficiency targets, customer satisfaction and profits – not all goals are achieved with ease.

Call Center School – From Transactions to Interactions: 25 Workforce Strategies to Support Extraordinary Customer Experiences

In this report sponsored by Jacada, as part of our "Customer Service 2.0: Access the Experts" series, Penny Reynolds shares how efforts devoted to creating outstanding customer interactions have tremendous payback and provides us with a list of effective strategies.

ContactBabel – The UK Contact Centre Decision-Makers' Guide

This joint white paper from Jacada and ContactBabel (a UK-based analyst firm for the contact centre industry) discusses efficiency and effectiveness within a customer service call.

Datamonitor Analysis – CRM in the Contact Center and the Emergence of the Unified Agent Desktop

Unified desktop solutions integrate multiple systems and applications (including CRM systems) and provide a single point of access to support customer retention, improve service levels and foster market opportunities.

Tangram Research Results – Help, the customer is drowning!

Customer service facilities are failing consistently to meet Dutch consumers' expectations, according to new consumer research, impacting companies' bottom lines. Also available in Dutch.

Technomar Survey Results – Absence of service drives German customers away from companies

A study of more than 1,000 German consumers shows a high level of dissatisfaction with the level of customer service currently received, which is leading to more and more consumers voting with their wallet. Also available in German.

Temkin Group – The Customer Experience Evolution Of Contact Centers

In this report sponsored by Jacada, as part of our "Customer Service 2.0: Access the Experts" series, Bruce Temkin explains how contact centers can learn to collaborate and improvise by mastering the four core customer experience competencies: purposeful leadership, employee engagement, compelling brand values and customer connectedness.

thinkJar – Debunking Social CRM

In this report sponsored by Jacada, as part of our "Customer Service 2.0: Access the Experts" series, Esteban Kolsky shows us how an organization can remove the hype from the claims about Social CRM, focus on what matters, and deploy a valuable initiative that benefits everyone.

UtiliPoint Analysis – Leveraging the True Value of Legacy Customer Information Systems

Modern utilities are exceeding customer expectations with a unified desktop and an optimized key call process in call centers, while utilizing the legacy CIS.

Wakefield Research – Consumers Are Less Willing to Endure Poor Service, Even in a Down Economy

A national phone survey of American consumers shows that the down economy has highlighted weaknesses in customer service and that serious concerns are on the rise while overall satisfaction has plunged.

Yankee Group – Improving Customer Service Effectiveness Demands a Unified Agent Desktop

Review the results of the latest CRM survey and learn why unified desktop solutions are enabling shorter but more effective customer interactions.

YouGov Survey Results – Customer Service Still Struggles to Satisfy

Customer service in the UK struggles to satisfy customers through existing online and phone based programs, leaving consumers with poor expectations for future products or services.

Webcast – Contact Center Agility: Moving at the Speed of Business

Jacada, the founder of the Unified Agent Desktop, once again revolutionizes the space with the release of Jacada WorkSpace Agent Desktop 6.0, the first Agent Desktop built to empower the business and lighten the workload of IT.

Webcast – Agents of Change - The Power of the Unified Desktop

Join Keith Dawson, senior analyst and contact center expert with Frost & Sullivan, and David Holmes, executive vice president of global marketing (1995-2009) with Jacada, to learn how both agent and customer satisfaction start at the agent desktop.

Webcast – Billions of Us Are in the Cloud

Cloud computing has great potential to renovate the end experience for the customer. Listen to this rebroadcast for a straightforward discussion of cloud computing strengths and challenges.

Webcast – Call Center Strategies for Increasing Profitability: Cost Center to Profit Center

The founding director of The Call Center School, Penny Reynolds, demonstrates the whiplash of certain cost-cutting steps on an organization's profitability and offers practical suggestions for mining hidden call center revenues.

Webcast – First Call Resolution and Solve Rate Analytics That Produce Measurable Results

Penny Reynolds of The Call Center School explains the complexities of First Call Resolution (FCR) and how FCR impacts customer satisfaction.

Webcast – From Transactions to Interactions: Five Essential Workforce Components to Make the Most of Each Call

The founding partner of The Call Center School, Penny Reynolds, discusses the five key components in establishing and equipping your workforce to make the most of each and every customer interaction, enabling your frontline staff to move the interaction from adequate to extraordinary.

Webcast – Getting Social, Traditionally Speaking

This rebroadcast featuring Brent Leary - Co-founder and Partner of CRM Essentials - will help you understand how to manage a social strategy alongside traditional customer engagement processes, how to get started and what challenges you'll face.

Webcast – How Social Media, Location-Based Services and Mobile Technology are Changing The Rules of Customer Engagement

Listen as Brent Leary, Co-founder and Partner of CRM Essentials LLC, helps you understand how some of the most immediate benefits from social media today come from leveraging social channels to more effectively communicate with current customers.

Webcast – Improving CSR Efficiency in the Utilities Contact Center

Consistent customer service with key metrics (call handle time and resolution) CAN be achieved with a legacy CIS.

Webcast – Social CRM: The Final Frontier...of Hype

Listen as Esteban Kolsky, Founder of ThinkJar, helps you understand why your company should adopt a Social CRM strategy and what the key elements of this strategy should be, including examples of companies succeeding in Social CRM and social channels.

Webcast – The Intersection of Social Media and Customer Experience: Esteban Kolsky and Brent Leary Share Their Insights

This panel discussion features Estaban Kolsky and Brent Leary, two social media thought leaders discussing the impact that social media is having on customer experience.

Webcast – Turning Contact Centers Into Customer Experience Leaders

Bruce Temkin, from the Temkin Group, discusses how to transform customer experiences into meaningful exchanges and deliver value through contact centers.

Webcast – What really drives customer satisfaction? And why should we care?

In this webinar Bright, a leading independent customer management consultancy, shares their latest findings on the subject of customer satisfaction. They also take it one step further and discuss if CSAT matters at all.

Webcast – Yankee Group Reveals Top Five Ways to Increase CSR Effectiveness

Sheryl Kingstone from Yankee Group's Customer-Centric Strategies team reviews current trends in improving the customer experience and the top five ways you can improve CSR effectiveness.

Jacada Fusion Technical White Paper

This paper describes Jacada Fusion from a technical perspective, including its ability to enable process changes and improvements quickly by surfacing key business functions as Web services and by orchestrating these services in the assembly of new composite applications.

Jacada WorkSpace White Paper

This paper explains how Jacada WorkSpace improves contact center productivity and reduces handle time by simplifying and automating time-consuming contact center processes using a single universal desktop solution.

White Paper – Barriers to Executing Bundled Sales in the Contact Center: A Communications Industry Report

Explore cost effective ideas for automating and simplifying work processes as well as tackle the chore of developing a bundled execution strategy.

White Paper – Call Center Survey Results Identify Agent Desktop as Productivity Drain

Winn Technology Group Research provides the results of a national call center survey as well as industry metrics on agent performance.

White Paper – Customer Retention Strategies in Action: A Communications Industry Report

This industry report identifies strategies for improving customer retention, tactics for simplifying the employee experience and a case study of Vodafone UK.

White Paper – Customer Service 2.0

Providing poor customer service has always been a dangerous proposition for any business, but the rising popularity of social media web sites has given today's customers a much more powerful punch.

White Paper – First Things First: Unify the Service Desktop Before Implementing a Universal Agent Program

Successfully move to a "universal agent" model by learning how to reduce desktop complexity FIRST.

White Paper – Improving Customer Retention in the Insurance Contact Center

Discover how insurers improve the customer experience across all channels by eliminating desktop complexity in the contact center and amplifying customer retention, loyalty and growth.

White Paper – Five Ways Social Media is Impacting Customer Service

This paper highlights 5 major ways social media is changing the game for customer service.

White Paper – Social Customer Insights: Building Customer-centric Organizations

Read this white paper to understand how to leverage the social web to improve customer experience and customer advocacy by harnessing the insights gathered about the social customer.

White Paper – The Effect of Unified Desktop on the Waiting Time of Customers

A Unified Desktop has a significant impact on the service quality. While the cost and effort of an optimization initiative can be estimated relatively easy in most cases, the quantification of the result in subject to the customers' waiting time is difficult. This article describes how an Unified Desktop with an improvement of 20% result in a decrease of customer waiting time by 75%.

White Paper – The Impact of Business Process Optimization in Contact Centers on the Service Level and Staffing

Today's contact centers must provide the best possible customer service at the lowest possible cost per customer contact. This document describes how call center managers can increase the service level from 80% to 98% with a minimum of effort and risk.

White Paper – The Top Six Reasons to Simplify the Customer Service Desktop

Learn the top six reasons why simplifying the desktop should be your number one priority to positively impacting every agent and every call.

White Paper – The Top Three Strategies for Improving First Call Resolution

See the top strategies for properly aligning a contact center's culture, process and technology to vastly improve the most critical metric: First Call Resolution (FCR). Also available in German.

White Paper – Unlocking the Hidden Sales Potential of your Customer Service Representatives

With the right tools, customer-facing organisations can now benefit from the untapped sales potential of their Customer Service Representatives, leading to higher revenues, greater staff productivity, and increased customer loyalty.

White Paper – Why Average Handle Time No Longer Matters

The Jacada research team investigates an innovative measurement: Average Interaction Time (AIT) and why contact centers should reconsider the true significance of average call time reduction.