Customer Support Software Featured Articles

People today expect to be able to reach out to customer support centers using a wide variety of channels that are already available to them in their daily lives. These channels include standard voice calls, as well as email, live chat, and more. By including all of these as options for customers, contact centers enter into the multichannel age. Without multi-channel capabilities, contact centers will quickly fall behind their competition in terms of providing a top-notch customer experience—not to mention multichannel platforms make agents’ jobs easier too.

Using multi-channel desktop integration through a customer support software system, agents can better manage and address customers’ tickets in a timely and efficient manner. And, with more and more agents today interacting with customers across multiple channels at once, there is an even greater need for multichannel agent desktops that seamlessly unify all of these channels into one interface. Jacada (News - Alert), Inc., a global provider of customer experience technology, recently announced that its Jacada Multi-Channel Agent Desktop is now available for the Avaya (News - Alert) Aura Call Center Elite Multi-Channel Platform. The new solution is designed as a lightweight desktop alternative for the preexisting Avaya solution that can be easily integrated and deployed.

“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-chief executive officer of Jacada. “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.”

Proper customer support begins with a strong team, and customer support software like Jacada’s can help empower agents to provide better service and grow as a team.