Jacada Unified Desktop is a highly flexible Presentation Layer that will adapt to most optimally solve the task at hand based on the type of channel being utilized. This presentation layer, optimized for your agent workflow, can connect to both back-end data sources as well as to the applications residing on the desktop. The presentation layer additionally supplements the integrated applications through providing a host of call center tools and features. Agents continue to have access to frequently used applications, as these will reside side-by-side with the Unified Desktop.
The Unified Desktop supports almost any API, including Web Services, REST, XML, JSON, RMI, and JDBC. The Agent Desktop leverages existing investments in your SOA or ESB, by seamlessly integrating to and reusing the services currently exposed. Where older "legacy", or more proprietary applications exists that have no API or integration methods, we are able to surface select functionality through our unique Jacada Integration and Automation technology, ensuring you can fully use your existing application.
Agents get a full customer profile instantly, drawing on data from multiple sources in real-time. This customer dashboard is easily configured and can dynamically adapt based on a number of criteria including the call type and agent role, ensuring the most relevant customer information is displayed at the right time.
Dynamic Views allows for the rapid assembly of presentation layers, all in a drag-and-drop, no-coding manner. Best of all, views can be created rapidly and in real-time, including new dashboards, filters and display options, all without requiring a server restart. This means no downtime, allowing your agents to continue taking calls!
Unified Desktop provides support for multiple communication channels such as voice, web, chat, email, fax, social media, and more – all within a single environment. Support for multiple concurrent customer views is also provided, allowing an agent to service one customer on a voice call, while servicing another customer via email. By providing seamless switching between multiple channels, agents are able to be more effectively utilized. As your organization adopts newer forms of channels, Unified Desktop is the ideal place to bring them together for a seamless customer experience.
Unified Desktop provides a pervasive and comprehensive Roles and Privileges mechanism that allows for a very fine-grained approach to controlling access to, and behavior of, the features and functionality in the product. Roles can be defined administratively at runtime and each Role allows for a flexible grouping of Privileges. You have full freedom to define the Roles to meet your business needs.