Jacada Advisor Simplifies and Enhances Complex Call Center Applications
25 February 2010 - 10:00PM
Business Wire
Jacada Ltd. (Nasdaq: JCDA), a leading provider of customer
experience management and process optimization solutions for
customer service operations, today announced the general
availability of Jacada® Advisor, a new product offering for
results-driven customer service organizations seeking to improve
the usability and user efficiency of key applications.
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 by
overlaying contextual scripting, help and next best action guidance
for customer service representatives. This solution also provides
desktop automation and embedded interaction management
capabilities.
Jacada Advisor combines the company’s Windows/web integration
and interaction management technology with HTML-compatible
“application bubbles,” which enable in-line and in-context data
feeds. The “applications bubbles” feature will reduce training
effort and expenses while enhancing customer interactions by
providing a heads-up, contextual interface to key information.
“Jacada is once again at the forefront of innovation in customer
experience solutions,” said Richard Stern, senior vice president of
global marketing and products for Jacada. “Jacada Advisor answers a
particular need for our call center customers, a solution which
offers integration capabilities, rules-based processes and dynamic
data presentation unlike any solution currently on the market.”
Stern continues, “Training is a huge issue in the customer call
center and Jacada Advisor directly addresses this concern in a
non-invasive, cost-effective package. Jacada Advisor will have a
significantly positive impact on training budgets and timelines,
especially for new call center agents.”
Other features of Jacada Advisor include:
- Desktop automation capabilities
that simplify navigation, cross-application copy/paste
functionality and login capabilities, and streamlined data
entry
- Application bubbles provide
in-context help and next-best-action dialogs, cross-functional data
integration via HTML containers
- Embedded interaction management
delivers rules-based call flow administration with visual interface
and reporting capabilities, presented in-context at critical
decision points
About Jacada
Jacada provides solutions that optimize and improve the
effectiveness of customer interactions. Jacada unified desktop and
process optimization solutions help companies reduce the cost of
their operations, drive customer satisfaction and provide a
complete return on investment in as little as 12 months after
deployment. Founded in 1990, Jacada operates globally with offices
in Atlanta, USA; Herzliya, Israel; London, England; Munich,
Germany; and Stockholm, Sweden. More information is available at
www.jacada.com, www.jacada.com/blog, www.jacada.com/facebook and
www.jacada.com/twitter.
This news release may contain forward-looking statements as that
term is defined in the Private Securities Litigation Reform Act of
1995. The words "may," "could," "would," "will," "believe,"
"anticipate," "estimate," "expect," "intend," "plan," and similar
expressions or variations thereof are intended to identify
forward-looking statements. Investors are cautioned that any such
forward-looking statements are not guarantees of the future
performance and involve risks and uncertainties, many of which are
beyond the Company's ability to control. Actual results may differ
materially from those projected in the forward-looking statements
as a result of various factors including the performance and
continued acceptance of our products, general economic conditions
and other Risk Factors specifically identified in our reports filed
with the Securities and Exchange Commission. The Company undertakes
no obligation to update or revise any forward-looking statement for
events or circumstances after the date on which such statement is
made. Jacada is a trademark of Jacada Inc. All other brands or
product names are trademarks of their respective owners.
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