Jacada releases unified desktop solution.Jacada Ltd., a provider of contact center productivity solutions, recently announced the availability of version 3.0 of its unified desktop solution, Jacada WorkSpace, and outlined the company's vision and strategy to meet the demands of the growing number of contact centers that must modernize mod·ern·izev. mo·dern·ized, mo·dern·iz·ing, mo·dern·iz·es v.tr. To make modern in appearance, style, or character; update. v.intr. To accept or adopt modern ways, ideas, or style. the agent desktop. Jacada WorkSpace 3.0, formerly branded Jacada Fusion Agent Portal, represents the next generation of the contact center desktop, according to according to prep. 1. As stated or indicated by; on the authority of: according to historians. 2. In keeping with: according to instructions. 3. the company. It offers a single agent console that unifies customer interaction tools with a single access point to all the mission-critical applications required by the agent to effectively complete a customer interaction. Jacada WorkSpace 3.0 delivers capabilities that enable companies to freely implement optimal contact center processes and maximize customer service representative productivity. Enhancements to the new version include universal agent capabilities; support for multiple, simultaneous call sessions; support for Linux servers, and Asynchronous Refers to events that are not synchronized, or coordinated, in time. The following are considered asynchronous operations. The interval between transmitting A and B is not the same as between B and C. The ability to initiate a transmission at either end. JavaScript Technology and XML XML in full Extensible Markup Language. Markup language developed to be a simplified and more structural version of SGML. It incorporates features of HTML (e.g., hypertext linking), but is designed to overcome some of HTML's limitations. (AJAX) controls and features found in the new Web 2.0 rich-client foundation. [ILLUSTRATION OMITTED] The Universal Agent feature in Jacada WorkSpace 3.0 automatically displays the right tools and applications on the agent desktop based on any number of parameters, including the task or role the CSR (1) (Customer Service Representative) A person who handles a customer's request regarding a bill, account changes or service or merchandise ordered. Agents in call centers are known as CSRs. See call center. is to perform, the geographical location of the caller, the number dialed, or information captured from the interactive voice response (IVR (Interactive Voice Response) An automated telephone information system that speaks to the caller with a combination of fixed voice menus and data extracted from databases in real time. ) system. www.jacada.com |
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