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Jacada and Microsoft CCF/Dynamics - a powerful combination!

Jacada WorkSpace provides a J2EE-based, thin client agent desktop. We integrate with CCF and the newer Microsoft Dynamics solutions, ensuring you can offer a full unified agent desktop while leveraging the power of Microsoft technology.

Jacada WorkSpace is a unified customer service desktop for CSRs that provides a single, "intelligent" point of access to all the mission-critical applications and call center tools required to effectively complete a customer interaction.

Specifically Jacada WorkSpace offers:

  • Agent Scripting - Dynamically driven scripts drive optimal agent performance with minimal training. New scripts can be developed and deployed in real-time to ensure the latest process changes are adopted quickly and easily.
  • Agent Navigation - Step-by-step task navigation ensures rapid access to the right applications for a given task or process.
  • CTI Integration - Seamless access to customer information, as well as soft-phone capabilities.
  • Information Access - Context-sensitive access to pre-existing help systems, information portals, FAQs, and other reference materials.
  • Up-Sell/Cross-Sell - Leverages real-time data to identify offers and recommendations that drive additional revenue and better service.
  • Alerts and Notifications - Fully customizable alerts to communicate critical information about customers, up-sell/cross-sell offers, or corporate information.
  • Application Access - Context-sensitive access to existing business applications with no required access or changes to the existing application’s code or database.
  • Single View - Delivered using Jacada Fusion Process Optimization, consolidates information from existing systems to speed call initiation and improve service.
  • Personalization - Role and individual-level profiles to tailor the desktop.


Jacada WorkSpace provides an integrated, simplified agent desktop to reduce average handle times, reduce training expense and improve the customer experience. When coupled with the sophisticated capabilities of Microsoft Dynamics, you give your agents the tools to succeed.

Jacada has a long history of integration with Microsoft technology and products. Our new Visual IVR offering easily incorporates Skype as an additional channel and can compliment a Microsoft Dynamics CRM implementation through our rich screen pop.

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