September 23, 2008
Jacada WorkSpace 5.0 Now Available for Contact Centers
By Susan J. Campbell
TMCnet Contributing Editor
Jacada (News - Alert) Ltd., a provider of unified desktop and process optimization solutions for customer service operations, has announced the general availability of Jacada WorkSpace 5.0.
This award-winning unified desktop solution is designed to help companies to transform their call center operations by providing an “intelligent” view of customer data in order to help resolve customer issues more quickly.
Since its original launch in September of 2005, Jacada WorkSpace has become the preferred unified desktop for contact centers throughout the world.
Companies such as Cox (News - Alert) Communications, O2 UK, and Nationwide Insurance have turned to Jacada WorkSpace to provide a strategic desktop solution that would simplify and automate customer service processes in an effort to improve the customer experience while also reducing operational costs.
A major enhancement in this latest release introduces support for the IBM (News - Alert) WebSphere Application Server Platform. The solution is certified on IBM WebSphere Application Server 6.1 and uses the Eclipse-based IBM Rational Application Developer toolkit.
“Our initial go-to-market strategy targeted telecommunications companies which face significant customer service challenges due to the complexity of their call center environments,” stated Paul O’Callaghan, chief executive officer for Jacada, in a Tuesday statement.
“We initially chose BEA WebLogic because, historically, they have held the market share lead in the telecommunications industry. Today, IBM WebSphere is the clear market leader in the financial services sector and other key target verticals where Jacada has established a position of pre-eminence.”
“Our support for the IBM WebSphere platform, combined with our growing activity with the IBM Global Services business unit, should help drive a wider and faster adoption of our unified desktop solution within these major global organizations that strive to improve customer service,” added O’Callaghan.
The new platform has been met with wide acceptance. Nationwide Insurance for one selected Jacada WorkSpace as their strategic customer service desktop for their Property and Casualty business.
The company plans to simplify and automated customer service processes, which will help to reduce operational costs and deliver a superior customer experience.
“Support for IBM WebSphere was an important part of our decision to go with Jacada,” said Srinivas Koushik, chief information officer for Nationwide Insurance, in the Tuesday statement.
“We have a significant commitment to the IBM WebSphere Software Platform. Combining the quick time-to-market capabilities of the Jacada unified desktop solution with the leading application server environment from IBM will provide Nationwide with a robust, scalable and high-availability customer service solution that should significantly advance the productivity and effectiveness of our call center operations.”
Jacada WorkSpace 5.0 can now leverage the SOA capabilities and integration solutions found in the IBM WebSphere Software Platform, including: IBM WebSphere ESB and WebSphere Message Broker; IBM WebSphere Integration Developer; and IBM WebSphere Process Server.
“The need to improve customer service to maintain a competitive edge has never been more important for our clients in nearly all industry segments,” said Sandy Carter, IBM Vice President for WebSphere and SOA, in Tuesday’s statement.
“Jacada WorkSpace is an innovative, rapid time-to-value solution that helps IBM clients improve the effectiveness and efficiency of their call center operations. The interoperability of Jacada Workspace with the WebSphere Software Platform allows our customers to maximize their existing SOA infrastructure, helping to generate a significant return on investment.”
Jacada WorkSpace 5.0 also introduces additional capabilities, which address the growing need for advanced unified desktop solutions for customer service operations.
These features include: multi-channel/vendor support for multi-site operations; support for Genesys Open Media and Avaya (News - Alert) Application Enablement Services; globalization support for Universal Agent implementations; multi-threaded support for Desktop Automation of nested applications; new API set to facilitate customization by service delivery partners; enhanced auditing infrastructure; and enhanced Supervisor-to-Agent messaging.
Companies throughout the world have come to rely on Jacada to provide the solutions they need to drive effective results within the contact center. As competition intensifies throughout nearly every industry in the global economy, customer service is often the only area where there is room for differentiation.
Jacada WorkSpace provides companies with the tools they need to optimize their customer service operations, delivering a better experience for the customer and improving efficiencies in-house. By doing so, they can help drive revenues and protect the customer base to ensure more sustainable growth.
INTERNET TELEPHONY Conference & EXPO West 2008 — the biggest and most comprehensive IP communications event of the year — concluded Thursday in Los Angeles, California. Thousands of attendees flocked to the event for three valuable days of exhibits, conferences and networking opportunities. Mark your calendar now for ITEXPO East 2009, February 2-4, 2009, in sunny Miami, Florida.
Read archived editions of Show Daily eNewsletters from ITEXPO (News - Alert) West 2008 here. See you in February! Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan's articles, please visit her columnist page.
Edited by Stefania Viscusi