Jacada Insight provides significant value to call center management by combining the valuable data that is collected by Jacada desktop unification technology with data traditionally found in CTI, PBX, and IVR/ACD systems. Jacada Insight also provides the companyâ€™s unified desktop customers with a full set of business intelligence tools.
Designed as a strategic analytics and modeling solution for customer contact centers in any industry, Jacada Insight provides contact center managers and supervisors with advanced metrics, delivered in real time, which allow them to see root causes of key challenges and more easily differentiate between the challenges that are agent performance-related versus process-related.
"Jacada is very pleased to present our customers with a solution that combines our proven unified desktop expertise with industry-leading analytics and business intelligence tools," said Tom Clear, chief executive officer at Jacada. "Jacada Insight extends our commitment to deliver customer experience solutions that drive profitability and satisfaction."
Richard Stern, SVP of global marketing and product at Jacada, adds: "Jacada Insight is a unique solution that centers in on first call resolution and agent solve rate, which are key areas of focus for call center analytics and have a direct correlation to a positive customer experience. This product showcases our ability as a technology innovator to address real-world customer needs."
Jacada Insight can be configured as needed with multi-dimensional analysis and reporting. The product is also available with CTI enablement and integration toolkit components as required for specific environments.
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