Jacada Enhances the Avaya Aura Call Center Elite Multi-Channel Platform

Jacada, a provider of customer experience technology, has released the Jacada Multi-Channel Agent Desktop for the Avaya Aura Call Center Elite Multi-Channel Platform. Created to meet the demands of agents interacting across multiple channels simultaneously, the multichannel agent desktop seamlessly unifies several channels into one 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 Multi-Channel infrastructure and to be deployed rapidly by virtue of its thin-client design.

Agents can 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. Additionally, the Jacada desktop automatically dispositions the interactions.

"The Avaya Aura Call Center Elite Multi-Channel Platform is a highly innovative solution and has been deployed successfully in many organizations," said Guy Yair, co-CEO of Jacada, in a statement. "With the release of Jacada Multi-Channel 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."

The solution can be deployed as either a Call Center Elite Multi-Channel replacement desktop or as an additional component.

Jacada's previous interactions with Avaya brought its Visual IVR technology to the Aura platform.

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