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Jacada - New product will enhance complex applications, ease training costs and reduce errors

Jacada Ltd have 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.

Already acknowledged in the US for its customer-focused functionality with a 2009 Product of the Year Award from Technology Marketing Corporation’s (TMC®) Customer Interaction Solutions magazine, 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.”
Other features of Jacada Advisor include:

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Desktop automation capabilities that simplify navigation, cross-application copy/paste functionality and login capabilities, and streamlined data entry
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Application bubbles provide in-context help and next-best-action dialogs, cross-functional data integration via HTML containers
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Embedded interaction management delivers rules-based call flow administration with visual interface and reporting capabilities, presented in-context at critical decision points

12th March 2010
March 2010 - Jacada - New product will enhance complex appications, ease training costs and reduce errors