Call Center Software Featured Article

Jacada Launches Jacada UI for CRM

By Calvin Azuri
TMCnet Contributor

Jacada (News - Alert) Inc. recently announced the launch of their latest product, the Jacada UI for CRM. This latest release, a user interface (UI) for CRM systems, is a unique product that has been specially designed to improve how call center agents interact with their existing CRM system, thereby improving the overall experience for the customer as well as the agent. 

The UI offers all customer information in a single view, thereby generating the required information that is relevant to the customer interaction that is currently taking place. By leveraging this new UI, contact centers will be able to benefit by reducing average handle time, increased first call resolution, decreased agent training time and improved customer satisfaction.

In a release, Gideon Hollander, co-chief executive officer of Jacada said, “CRM systems were never built to talk to the customer. In a sense, they were designed to help organizations manage the customer, not to interact with the customer. As a result, call centers who adopt CRMs experience an increase in Average Handle Time, contrary to what they expected.”

He added, “With Jacada UI for CRM, organizations can create new customer-centric views on top of these CRM systems, allowing agents to interact more effectively and efficiently with their customers, while benefiting from the power of the CRM system.”

The Jacada UI for CRM comes with prebuilt widgets for most major CRM applications; a drag-and-drop designer for building new customer-centric views; the ability to “hot deploy” new UIs without server restarts or outages; workflow approval processes; event handling and event chaining; open integration standards and Modern Rich Internet Application (RIA) controls with full AJAX support.

In other news, Jacada Inc. recently announced its expanding global presence and establishing of a local presence in India.