Jacada launches new CRM interface for call centre operationsby
Jacada has launched a new CRM interface aimed at improving how call centre staff interact with their organisation’s existing CRM system.
The product, Jacada UI for CRM, provides customer information in a single view, which the company says will help call centre agents handle customer calls more efficiently.
Features of the software also include prebuilt widgets for most major CRM applications, a drag-and-drop designer for building new customer-centric views and open integration standards.
According to the call centre technology provider, typical CRM system interfaces are not efficient for customer interactions, resulting in lengthy handle times and reduced first call resolution.
Gideon Hollander, co-CEO of Jacada said: "CRM systems were never built to talk to the customer. In a sense, they were designed to help organisations manage the customer, not to interact with the customer. As a result, call centres who adopt CRMs experience an increase in average handle time, contrary to what they expected."
He added: "With Jacada UI for CRM, organisations can create new customer-centric views on top of these CRM systems, allowing agents to interact more effectively and efficiently with their customers, while benefiting from the power of the CRM system."