Jacada unified desktop, robotic automation, agent scripting solutions grow within company contact center operations

Jacada, Inc. announced that a communications services provider in South Africa will be expanding its use of Jacada´s agent desktop customer support solutions within its contact center operations.

The expansion will result in over 2,000 seats of Jacada´s Workspace Agent Desktop, Integration & Automation, and award winning Agent Scripting solutions that today provide a unified desktop tying together the company´s multiple desktop applications while providing agent guidance to complete the customer service technology suite.

The Jacada solutions are being utilized to achieve efficiencies in customer service through reduced call times, improved customer experience, shortened agent training time, and increased management visibility into where agent problems or bottlenecks may occur. The expansion will scale up the telecom´s use of robotic automation technology that gathers information from back end systems while creating a single front end to the company´s agents.

Jacada solutions help organizations improve their customer experiences and reduce their operational costs. It enables organizations to deliver advanced customer and agent interactions by implementing cutting‐edge mobile customer service and visual IVR solutions, agent desktops, and process optimization tools.