Convergys is a global leader in the provision of integrated customer management, business support systems (BSS) and HR services. We have unrivalled knowledge and over 20 years’ operational experience gained from working with leading companies in more than 70 countries.

By combining this expertise and support from over 65,000 employees worldwide, Convergys delivers tailored solutions that flexibly combine outsourced, licensed, and software services, coupled with a wide range of professional and consulting services. These solutions enable clients across many different industries to innovate around services, optimise the customer experience, minimise costs and drive revenues.

Further information is available at: www.convergys.com

Jacada (NASDAQ: JCDA) is a software company and leading provider of next-generation contact centre productivity solutions that help customers rapidly simplify and improve high-value business processes without the need for long and expensive system replacement projects. Jacada solutions simplify, automate and optimise work processes across disperate business systems, eliminating inefficiencies and boosting productivity.

The modern customer service representative is tasked with doing more than ever - from handling basic customer service enquiries to performing complex sales transactions. As a result, demand is steadily growing for tools that enable agents to effectively execute increasingly complex tasks. Jacada addresses this demand with Jacada^® Workspace and Jacada^® Fusion.

The Unified Desktop for Contact Centres

Jacada® WorkSpace is a unified desktop for the call centre that provides an intelligent view of all relevant data and processes required by the agent (CSR) to effectively and efficiently complete a customer interaction. Jacada WorkSpace represents the next generation of contact centre desktops, using state-of-the-art technology to delivery a platform for managing and integrating all tools and applications. Jacada WorkSpace provides sophisticated CTI support and state management facilities for supporting multiple channels of communications. Jacada WorkSpace can deploy as a browser-based ‘thin client’ enabling an organisation to more easily support virtual customer service models, work-at-home agents and outsourcing.

Jacada WorkSpace integrates with your existing systems through the use of open standard APIs and web services, or non-invasively through Jacada Fusion.

Jacada® Fusion is our non-invasive process optimisation platform for simplifying user interactions with existing systems and web service-enabling these systems for use in Service Orientated Architectures, Event Driven Architectures and the delivery of composite applications. Jacada Fusion allows any application – legacy green screen, Windows or web – to be service-enabled. Jacada Fusion helps organisations unify multiple applications into one desktop presentation, improve efficiency and accuracy by eliminating redundant data entry, and streamline business processes.

Jacada eliminates the inefficiency of the desktop maze by providing the agent with an intelligent interface to access the multitude of disparate systems and resources needed to effectively perform his or her job.

The Jacada Unified Service Desktop solution features the following powerful capabilities:

• An ‘Intelligent’ View – Jacada WorkSpace can dynamically alter the appearance and arrangement of the desktop to adapt to the specific function the agent is performing. Most contact centre agents deal with tens, if not hundreds, of call types. A ‘single’ view of the customer is no longer appropriate. Today’s call centres require an intelligent view of data and processes to most effectively and efficiently interact with customers. A dynamic, intelligent desktop is enabling organisations to achieve that elusive Universal Agent model.
• Dynamic Interaction Flows – A powerful and easy-to-use interaction management tool enables business analysts to design, modify and deploy intelligent interaction flows to guide the agent through the unique aspects of any call type. The interaction model chosen can be driven by a selection made in the IVR, the role or skill level of the agent, or by actions taken by the agent during the call.
• Single Sign-On – Jacada WorkSpace eliminates redundant log-in activity by enabling agents. Jacada WorkSpace can automate the launching and sign-on to all required applications through a single ID and password.
• Desktop Automation – Jacada WorkSpace can automate redundant or time consuming tasks at the desktop to speed processing time and free the agent to focus on the customer and not time consuming navigational tasks. This feature can open and display applications when and where they are needed, automate redundant data entry, and even ‘watch’ what the agent is doing, to trigger events or alerts based on agent navigation or data input.
• Web Service Automation – Using Jacada Fusion, any business application can be web service-enabled. This means Jacada WorkSpace can use the data and process logic from the application by invoking open standard web services – hiding the complexity of the application from the agent. It also means that the web service-enabled application can actually be removed from the desktop, providing for a smaller desktop footprint, and providing a path to a completely browser-based, thin client desktop.
• Application Nesting – Any business application or tool can be ‘nested’ within Jacada WorkSpace in a tab or Viewlet. This provides a single point of access to any and all business applications. And using Desktop Automation, nested applications can be opened and automatically navigated to position the agent to the proper screen or even field - even data entry can be automated.
• Notifications and Alerts – Fully customisable alerts communicate critical information about customers, up-sell/cross-sell offers, or corporate information, before and during the interaction.
• SmartPad – The SmartPad eliminates redundant data entry and increases data entry accuracy. With SmartPad, the agent can select information entered in one application to be automatically populated into similar fields in other applications.
• Context-Sensitive Help and FAQs – Provide agents with easy access to pre-existing help systems, knowledge bases, information portals, frequently asked questions and other reference materials.
• Soft-Phone Features – Provides agents with call control features such as availability, call transfer, conferencing and call holding from the desktop.
• CTI Integration – Enables screen-pops of customer information as well as automatic interaction flow and offer selection based on customer ID or inputs.

By significantly reducing call handle times, training costs and error rates, the Jacada Unified Desktop Solution delivers a rapid, easily measured return on investment, with payback typically achieved in months, not years.

Unify, Simplify and Automate… and Deliver the Perfect Interaction.

“By employing the Jacada Fusion solution, Vodafone has cut the time of a successful retention call by more then half, and we completely eliminated our wrap-up process. Vodafone agents are now better informed and we have increased our up-sell opportunities. We are very pleased with the ease of use, rapid delivery time and flexibility of the solution.” - STEVE JOHNSON, Chief Architect, Vodafone UK