Call Center Services Featured Article

Jacada Introduces Call Center Scripting Tool

By Tracey E. Schelmetic
TMCnet Contributor

Call center scripting is wildly important to the success or failure of a call center's mission. Once upon a time, the process was cumbersome, inflexible and took a long time. If you created a less-than-desirable script, you were stuck with it until you could beg time from the IT department to change it for you. Luckily, the newer scripting solutions available today have changed all that.

Atlanta-based unified desktop and process optimization software provider Jacada (News - Alert) Ltd. has today announced the release of its new call center scripting tool, Jacada Agent Scripting (JAS) V6.0. The new version of the solution is available immediately for download from Jacada's Web site.

Jacada says that its Agent Scripting V6.0 solution continues the company's tradition of providing next-generation call center scripting and customer experience process flow products.

“We are excited about creating what we believe to be the industry's most powerful and dynamic call center scripting product. Early adoption by our customers has been encouraging, and the results they have achieved using the product have been astounding,” said Tom Clear, Jacada's CEO. “We have been able to deliver this in a software product that can be used off the shelf with any existing environment and requires minimal ongoing support.”

While many call center managers were hesitant to use older scripting solutions since they required at least some coding – and often the help of the IT department – Jacada's solution offers an intuitive, graphical drag-and-drop methodology by which call center scripts and business rules can be created graphically. Once created, scripts can then be instantly deployed to agents via a thin-client interface, monitored in real-time and then adjusted based on immediate feedback. Call center managers can continually refine and adjust scripts on-the-fly, deploying them instantly, which allows an organization to quickly flex to meet and even exceed both customer needs and call center expectations.

By empowering call center managers to create, edit and deploy scripts without the aid of the IT department, says Jacada, call centers are empowered to improve their best practices in customer service quickly and responsively. In addition to scripting, the solution also offers audit trails, versioning, workflow and more, and is compatible with all modern day application programming interfaces (APIs), including Web Services, REST, RMI and JDBC.

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