KEY FEATURES OF AVAYA INTERACTION CENTER
- JACADA WORKSPACE

UNIVERSAL ROUTING AND QUEUING
The Avaya Interaction Center comprises a centralized routing intelligence module - the Contact Engine. It allows every voice, e-mail or web interaction to be routed and personalized based on customer information and enterprise requirements. It can manage contacts by accessing customer and enterprise data like channel type, customer value rating or last agent handled. This lets it determine the best available agent to take a call resulting in customers receiving highly personalized service.

CUSTOMER INTERACTION REPOSITORY PROVIDES A SINGLE VIEW OF THE CUSTOMER
All communication data is stored in a single common Customer Interaction Repository. This allows the contact center agent an integrated and consistent view of a customer. It provides real time and past information across different sites and locations. By leveraging existing IT investment, Jacada WorkSpace automatically retrieves customer data from the underlying business applications. A 360 degree view of the customer is achieved within seconds and agents are free from leaning legacy applications.

AVAYA COMPUTER TELEPHONY INTEGRATION (CTI)
Jacada WorkSpace is fully integrated with Avaya CTI Servers. Telephony functions are tightly integrated offering completed ‘soft phone’ functionality to the agent, as well as easy telephony control from within a script. Thin client installation means configuration and maintenance of the solution are greatly reduced.

SINGLE SIGN-ON (SSO)
Agents can be automatically signed into all required applications on the desktop, with a single user ID and password. With the ability to tie into your existing LDAP servers, a strong and secure single sign-on solution is presented. Agents spend no time on logging into applications, instead more time is spent with customers.

CALL SCRIPTING
Call flows can be scripted with a wizard like step-by-step instructions, automatic application, navigation and dynamic flow control logic. Manual decision making is reduced to minimum. In return, agents require less training, call times are reduced and more up-selling and cross-selling opportunities are presented.

UNIVERSAL AGENT
Jacada WorkSpace enables the agent to handle inbound and outbound calls from any location. Being a role-based platform, Jacada WorkSpace can automatically present the agent with the necessary portlet portfolio to complete a call, call types are identified by the Avaya CTI and agents spend less time navigating between applications.

NAVIGATION PLAYBACK
Jacada WorkSpace takes control of a desktop application and ‘drives’ it to a particular point required by the current call. This greatly simplifies processes, navigation and data entry for the agent.

EVENT MONITORING
Jacada WorkSpace can listen for predefined business events to take place in desktop applications and then drive processes based on the occurrence of the event, to further improve agent productivity and reduce manual interaction.

IN-CALL INTELLIGENCE
Jacada technology unlocks in-call information, allowing you to gain deeper insight into how agents perform and what happens during a call. Information entered by agents can be monitored and persisted into a database, to be later analyzed for operational analysis such as First Call Resolution, Root Cause Analysis and more.

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