Jacada Insight provides value to call-centres

Jacada has announced the availability of Jacada Insight, which enables companies to understand and improve the customer experience across all contact channels.

Jacada Insight is claimed to provide significant value to call-centre management by combining the data collected by Jacada desktop unification technology with data traditionally found in CTI, PBX, and IVR/ACD systems.

The solution also provides Jacada's unified desktop customers with a full set of business intelligence tools.

Designed as a strategic analytics and modelling solution for customer contact centres in any industry, Jacada Insight provides contact centre managers and supervisors with advanced metrics, delivered in real time, which allow them to see root causes of key challenges and more easily differentiate between the challenges that are agent-performance-related versus process related.

Jacada Insight can be configured as needed with multi-dimensional analysis and reporting.

The product is also available with CTI enablement and integration toolkit components as required for specific environments.

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