AVAYA INTERACTION CENTER - JACADA WORKSPACE NEXT GENERATION OF UNIFIED CUSTOMER CONTACT MANAGEMENT AND DESKTOP

Avaya GlobalConnect in partnership with Jacada brings the twin advantages of Unified Customer Contact Management and Agent Desktop to Contact Centers in India. This solution leverages technologies such as Web 2.0, Web Services and J2EE to provide a platform for integrating all tools and applications.

Avaya Interaction Center is an advanced multi-channel contact management platform that simplifies and improves the routing and management of interactions across all communication channels. Using voice, e-mail, web self-service, web chat, browser-based collaboration, web callback and Voice over IP (VoIP), Avaya Interaction Center helps businesses improve operations responsiveness and efficiency. It also supports the overall effectiveness of cross media channel sales, service and customer interaction management initiatives.

Jacada is able to provide solutions without replacing existing business applications. This helps save money as there is no need to rewrite, replace or re-architect business applications. Unlike the expenses and failures associated with the ‘rip and replace’ approach, solutions with Jacada are visible shortly after implementation.