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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 call sessions; support for Linux servers, and Asynchronous JavaScript Technology and XML (AJAX) controls and features found in the new Web 2.0 rich-client foundation.


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.
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Title Annotation:Customer Inter@ction NEWS
Author:Schelmetic, Tracey E.
Publication:Customer Interaction Solutions
Date:May 1, 2006
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