March 05, 2010
Jacada Announces Availability of Jacada Insight
By Jyothi Shanbhag
Jyothi Shanbhag is a contributing editor for TMCnet. To read more of Jyothi's articles, please visit her columnist page.
Jacada Ltd. has announced general availability of Jacada (News - Alert) Insight, which enables companies to understand and improve customer experience across all contact channels.
The company has brought out this new strategic analytics and modeling solution for customer contact centers in any industry. It caters the need of contact center managers and supervisors with advanced metrics and is delivered in real time to allow them to see root causes of key challenges and more easily differentiate between the challenges that are agent performance-related versus process-related.
In addition, this new solution helps in combining the valuable data that is collected by Jacada desktop unification technology with data traditionally found in CTI, PBX (News - Alert), and IVR/ACD systems and also provides the company's unified desktop customers with a full set of business intelligence tools.
In the release, Tom Clear, chief executive officer at Jacada said that they are very pleased to present their customers with a solution that combines their proven unified desktop expertise with industry-leading analytics and business intelligence tools. 'Jacada Insight extends our commitment to deliver customer experience solutions that drive profitability and satisfaction,' Clear added.
Along with the above features, the new Jacada Insight can also be configured with multi-dimensional analysis and reporting and is available with CTI (News - Alert) enablement and integration toolkit components as required for specific environments.
Richard Stern, SVP of global marketing and product at Jacada, said that, 'Jacada Insight is a unique solution that centers in on first call resolution and agent solve rate, which are key areas of focus for call center analytics and have a direct correlation to a positive customer experience. This product showcases our ability as a technology innovator to address real-world customer needs.'
Founded in 1990, Jacada specialises in providing customer experience management and process optimization solutions for customer service operations. Company operates globally with offices in Atlanta, USA; Herzliya, Israel; London, England; Munich, Germany; and Stockholm, Sweden.
Edited by Patrick Barnard