3rd Party Remote Call Monitoring Feature

Jacada has unveiled its Multi-Channel Desktop Agent, a lightweight alternative to Avaya’s (News - Alert) EMC.

“Your investment in the Avaya Elite Multi-Channel solution has provided your organization with a state-of-the-art customer service communication platform. Scalable, robust and feature-rich, Avaya EMC provides everything you’d need to empower your customer service interactions,” Jacada’s (News - Alert) website said of the new product. “The only problem is, your customers are becoming more demanding. They’re reaching out to you on multiple channels and are expecting quick, effective resolution to their problems. This places extreme demands on your agents to handle multiple customers over multiple channels, often simultaneously.”

That’s where the Multi-Channel Desktop Agent comes in. Customer service representatives can use it to manage communications across multiple channels. They can see records such as web chats, phone calls and emails in context from a simple, lightweight interface that resembles an email client.

Agents can see an entire customer’s history, as well as read and make notes. There are also templates to create consistent communications even within an organization that employs lots of agents.

The client is smaller than a standard client and other third-party solutions like Cisco (News - Alert) Genesys.

As more communications options become available to customers, they expect to be able to contact customer service agents from a multitude of devices—whether it’s by phone, Web chat or by email. In the world of Facebook (News - Alert) and Twitter, a bad interaction with a customer service agent can create a massive PR disaster for a company in a matter of hours, so agents need to be on top of their history with customers.

That makes tools like the Multi-Channel Desktop Agent viable for customer service. TMC (News - Alert) has already given Jacada’s Visual IVR a Speech Technology Excellence Award, and the company continues to strive for success in the call center, offering solutions that make agents’ jobs easier while also improving the customer experience.