In today's business environment, customer service experience is key to success. However, delivering on the customer service experience promise can only occur if the systems, processes and applications in use by your customer service personnel are up to the task. The existing infrastructure may be more than sufficient, but if the systems and applications are misaligned or disconnected, your customer service efforts will come up short. If your customer service environment is complex and complicated, your customer service representatives (CSRs or agents) spend more time struggling with processes and system chaos than they do delivering superior service.
Jacada® Fusion is a non-invasive process optimization platform designed to increase agent productivity and improve the customer service experience – without requiring any modifications to existing business applications. A suite of optimization solutions including Jacada® Integration and Automation and Jacada® HostFuse, Jacada Fusion integrates with existing business systems to automate processes and improve workflows. For the CSR, Jacada Fusion delivers process simplification, workflow automation, call scripting and an enhanced ability to up-sell and cross-sell. For managers and supervisors, Jacada Fusion offers a vast array of dashboards, reports and alerts that help manage the business more effectively.
Jacada Fusion leverages your current IT environment and in-place assets, so you don't have to "rip and replace" your current systems. Solution design and implementation is handled by business-aligned experts, in a period of a few weeks or months, not in the years usually seen in expansive system overhaul projects. Typical ROI is 12 months or less.
- Cross-system automated logon
- Source data provided for intelligent in-call customer views
- Workflow and process automation
- Increased up-sell/cross-sell potential
- Integration of adherence, compliance and alerts
- Improved call wrap-up and dispositioning