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 the agent desktop. Jacada WorkSpace 3.0,
formerly branded Jacada Fusion Agent Portal, represents the next
generation of the contact center desktop, according to 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
Technology and XML (AJAX) controls and features found in the new Web 2.0
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 is to
perform, the geographical location of the caller, the number dialed, or
information captured from the interactive voice response (IVR) system.