Jacada announced that the new version of Jacada (News - Alert) WorkSpace is now available to enhance customer interactions at the point of contact with the customer call center.

 

The Jacada WorkSpace 5.2 unified desktop solution integrates vital applications and channels of communications with the customer into a single, optimized hub, said company officials.

 

In addition to extending the product’s automation capabilities, the new version comes with additional interface upgrades designed to streamline the interactions between customer service agents and customers. In addition, Jacada WorkSpace 5.2 includes interaction management and basic reporting components.

 

Company officials said that the new capabilities simplify the interface and data access for customer service agents. The new version features desktop transfer enhancements to copy and convey important data when a call is transferred to another agent; expanded customer search tools to enable “Free Text” searching, complete-as-you-go capabilities and links to intelligent views.

 

Additional features include inherent document/knowledgebase search capabilities to allow for flat-file indexing and data dispositioning across multiple knowledge bases; auto-populated customer information portal to permit vital statistics at a glance; built-in multi-tab and drill-down navigation structure.

 

Jacada WorkSpace 5.2 also comes with collapsible/expandable intelligent view capabilities; pre-built industry views and updatable data models for select vertical markets; interaction timeline to display key events and customer interactions, visually and chronologically; and more.

 

Tom Clear, CEO at Jacada, said that Jacada WorkSpace 5.2 represents a significant advancement for Jacada and the customer experience optimization solutions. “Our unified desktop suite now provides all of the components necessary to fully optimize and re-engineer the customer experience.”

 

Jacada is a provider of experience management and process optimization solutions for customer service operations. The company’s unified desktop and process optimization solutions improve the effectiveness of customer interactions.

 

Recently, Jacada WorkSpace received a 2009 Product of the Year Award from Technology Marketing Corp.’s Customer Interaction Solutions magazine, a publication covering CRM, call centers and teleservices since 1982.