Jacada Tackles Desktop Automation with Fusion 3.0

Published: April 11, 2006

by Alex Woodie

Information is not very useful if it stays on a server and never finds its way down to a screen. In the business world, customer service representatives (CSRs) are one of the most important classes of users to interact with server-resident data. However, CSRs are increasingly burdened with a maze of screens, applications, and platforms they must navigate to do their job. New software unveiled by Jacada last week, including Fusion 3.0 and a WorkSpace portlet, should help CSRs to do their jobs better.

It's been about two years since Jacada first unveiled its Fusion strategy for tapping into legacy OS/400, mainframe, Unix, Linux, and Windows applications, and re-deploying data in new interfaces delivered as part of a service oriented architecture (SOA), and almost one year since the last release of the product (see "Jacada Builds Foundation for SOA with Fusion 2.0"). Since then, Jacada's focus on the problems of call centers and CSRs has only increased, and these are the primary goals with Fusion 3.0 and its supporting cast.

One of the ways that Jacada hopes to help make call centers more efficient is the addition of event-based automation for desktop applications in Fusion 3.0. This capability, which Jacada calls Desktop Automation, helps streamline business processes spanning server and PC apps, and allows a server-based application, in effect, to "drive" the desktop application in much the same way that a CSR would, according to Jacada.

With Desktop Automation, CSRs don't interact as closely with desktop applications, and instead can allow the Fusion Server to drive certain processes (such as redundant data entry into multiple applications), or to sit above it all (most likely through the WorkSpace portal, but we'll get to that in a second). The integration code in Jacada's Fusion software can be set up to automatically monitor events on the desktop, capture data from those transactions, and respond to them in a playback mode, such as by automatically populating data into a third-party application field. The software also allows the technology owner to lock and unlock the desktop from user or CSR interaction, switch between applications, and bring applications to the foreground, instead of requiring the user to do it.

Jacada has received feedback from early adopters of Desktop Automation. One unnamed company, referred to only as "a large contact center outsourcer," is using the new capability for fraud detection and compliance enforcement. For example, this company's Fusion implementation allows managers to receive alerts in real time if data has been incorrectly entered into the system, or if the CSR screwed up by offering a product for too little money.

Another early adopter, which Jacada identifies as "a leading telecommunications company," is using Desktop Automation to help CSRs sell bundled voice, data, and video services to customers. Instead of requiring the CSR to navigate several back-end systems, the Fusion software brings it all together for the user, which reduces cost for the company, and undoubtedly shortens the customer interaction time for these notoriously complex and tedious transactions.

"With Jacada Fusion 3.0, companies gain a significant advantage to drive down costs and improve revenues by eliminating much of the inefficiencies related to complex navigation and data entry across disparate applications," commented David Holmes executive vice president of Jacada. "And management gains unprecedented access to real-time data associated with desktop workflow and processes to ensure rules and regulations are being followed and that interactions with systems and customers are being optimized."

In a related announcement, Jacada also last week unveiled WorkSpace 3.0, a new release of a product that formerly was called the Jacada Fusion Agent Portal. WorkSpace delivers a Web interface that's intended to be a CSR's primary interface into the numerous back-end systems that were previously available. The software also provides other CSR-centric functions, such as dynamic call scripting, integration with interactive voice response (IVR) systems, real-time alerts, and a scratch pad for taking notes.

With WorkSpace 3.0, the company has bolstered the product with the "Web 2.0" paradigm, including the use of Asynchronous JavaScript Technology and XML (AJAX) technology to improve usability and screen response time, support for Linux servers, and support for multiple simultaneous call sessions.

Jacada has also added "universal agent" capabilities to WorkSpace. This means the software will automatically bring up the right tools and applications, depending on several factors, including the CSR's task, the geographic location of the caller, the number dialed, or other information captured by the IVR system.

WorkSpace 3.0 can be used with a wide range of third-party products, including CRM systems, computer telephony integration (CTI) screen pops, call scripts, knowledge bases, e-mail, and instant messaging, Holmes says. "WorkSpace 3.0 is designed to remove complexity from the customer interaction process, allowing the agent to spend less time navigating systems and more time nurturing relationships," he says.

Fusion 3.0 and WorkSpace 3.0 are available now. Pricing is based on the number of seats purchased; specific pricing details were not provided. For more information, visit www.jacada.com.