Jacada Releases Multichannel Agent Desktop for Avaya Multichannel Platform

Jacada, a global provider of customer experience technology, announced the public availability of the Jacada Multichannel Agent Desktop for the Avaya Aura Call Center Elite Multichannel Platform. Created to meet the demands of agents interacting across multiple channels simultaneously, the multichannel agent desktop seamlessly unifies several channels into one convenient interface. The enhancement is designed as a lightweight desktop alternative for the current Avaya solution, to work with the current Avaya Aura Call Center Elite Multichannel infrastructure and to be deployed rapidly by virtue of its thin-client design.

Agents will be able to simultaneously manage multiple customers across multiple Call Center Elite channels from a unified desktop that reflects a single view of each customer’s interaction. All Call Center Elite channels (voice, email, and chat) are unified onto a single, convenient desktop for an improved agent experience. This results in more efficient handling of multiple customers from multiple channels at the same time. In addition, the Jacada desktop automatically dispositions interactions which saves agents time and reduces error.

“With the release of Jacada Multichannel Agent Desktop for Avaya, we are enriching the Avaya Aura Call Center Elite environment by providing agents with an easy way to manage not only multiple channels, but also multiple customers, simultaneously through our innovative ‘one click away’ design,” said Guy Yair, co-CEO, Jacada, in a statement.

The Jacada Multichannel Agent Desktop completes the Avaya Call Center Elite Multichannel Platform investment by driving more efficiency at the agent desktop, and is easily deployed as either a call center Elite MultiChannel replacement desktop or as an additional component.