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[September 19, 2005]

West Implements New Jacada Contact Center Agent Portal

BY DAVID R. BUTCHER, Assistant Editor, Customer Interaction Solutions

Jacada Ltd., a provider of contact center productivity solutions, today announced that outsourced communications solutions provider West Corporation has implemented Jacada Fusion Agent Portal, the companys new solution for optimizing workflow processes across business systems within a contact center.

Jacada Fusion Agent Portal, the general availability of which was also announced today, is an agent productivity solution designed to deliver significant efficiencies within a contact center. Jacada Fusion Agent Portal is a Web-based, thin-client workspace that incorporates a bevy of critical functions and features for contact center agents to complete customer interactions with success. It is also a process optimization platform that aims to simplify agents interactions with the business applications in use.

As noted by Yankee Group senior analyst Sheryl Kingstone: The architecture behind Jacada Fusion Agent Portal will be very appealing to large enterprises and contact centers looking for flexible deployment options for outsourcing, offshoring and work-at-home agents.

The thin-client, browser-based desktop makes client deployment easy and minimizes desktop requirements, while the J2EE-based, open-standards approach is very compatible with the majority of the application platforms used in large organizations such as those in the telecommunications and financial services sectors.

West, an early adopter of Jacada Fusion Agent Portal, provides outsourced communications solutions for Fortune 1000 companies. Employing a team of 27,000 people located in North America, Europe and Asia, the corporation claims it processes more than 20 billion minutes of telephony-related transactions annually. West has customers across a wide range of industries, including telecommunications, financial services, healthcare, pharmaceutical, insurance, utility, consumer goods and e-commerce.

Designed to boost agent satisfaction and productivity, Jacada Fusion Agent Portal simplifies the desktop environment and provides advanced tools for automating cumbersome processes. The Agent Portal is powered by the Jacada Fusion integration platform that works with existing business applications to automate processes and improve workflows, without requiring any change to existing applications. Advanced tools include a dynamic scripting environment that provides guided navigation for agents.

Jacada Fusion Agent Portal helps us ensure consistent call flow and call quality, especially for new agents, said Wynn Obermeyer, vice president of information systems, West. Given our success with Jacada Fusion, it was a logical next step for us to adopt Jacada Fusion Agent Portal as our new desktop workspace standard.

West has been using the Jacada Fusion non-invasive integration platform for integrating West applications with various client applications. The result, according to the company, is more streamlined processes and improvements in average handle time and overall customer experience.

[Wests] expertise in managing a wide variety of business processes for a variety of industries will help ensure that Jacada Fusion Agent Portal is designed to meet the demands for a broad market, said David Holmes, Jacada executive vice president, in the companys announcement.


David R. Butcher is Assistant Editor of Customer Interaction Solutions. To see more articles by David Butcher, please visit his archive.


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