Jacada Agent Scripting on the cloud_ slideshare

© 2014 Jacada, Inc. All rights reserved.

Jacada Agent ScriptingManaging the art of the conversation


AGENDA

IntroductionsCorporate Overview

Jacada Agent ScriptingDemonstration

Next Steps


Jacada Agent ScriptingCall center scripts thatdon’t sound…scripted

Now available on the cloud!


The Pain


Why Choose JAS?

Being an agent today is no small feat!


They need to…• Manage multiple applications• Follow company procedures• Tread carefully around

regulatory requirements

While being measured by…• How long they’re on the call (AHT)• Whether they resolve it the

first time (FCR)• And on customer satisfaction

So it’s no wonder that• Agent training time is measured in

weeks and months, not days• High agent turnover• Large number of call escalations


The Results of JacadaAgent Scripting


The results speak for themselves(based on actual implementations)

50% reduced calls escalated from level 1 to level 2 support

30% minimum FirstCall Resolution improvement

20% minimum Average Handle Time reduction

Achieve up to 70% agent training time

reduction


Jacada Agent Scripting?What is


Offer intelligent, context aware, integrated scripts and guidance for your agents


Agents know what to offer as well as when and how to say it, without

sounding scripted


Business Agility through our graphical designer allowing subject matter experts, not IT, to manage scripts


Features &

Benefits


Graphical Drag-and-Drop script builder

Web based runtime for easy integration

Advanced Analytics and Reporting “out of the box”

Gives Business the power to build scripts

Deploy to your agents, anywhere and everywhere

Continuous improvement by identifying problem areas


Rich library of widgets to get the job done

Call Summary and Auditing

Workflow Approval Processes

Build Quickly, Integrate well with rich widgets!

Full call transcript and rich audit data

Manage deployment to production with ease


Multilingual Interactions

Built-in Simulator

Roles and Privileges

Native support for over 17 languages with ability to edit language packs

Test your interactions directly in the designer, for either a Mobile or Web client

Offers tiered control and restrictions based on Roles


Media Library

New Customer Assistance

New Design elements

Enrich your interactions through videos, managed directly on the Interaction Server.

Full support for Call Us, Callback, Chat and Email. Keeps your customers engaged.

New Menu Items and Collection types makes collectinginformation a breeze.


Interaction Designer

• Easy to use Visual Tool

• No IT knowledge required

• Scripts and Rules built graphically

• Easy integration to 3rd

party systems


Most agents followed this path

Agents took too long to get past this step

Call escalations are happening here

JAS Auditing & Reporting

• Sophisticated audit trail, maps & reporting

• Monitors interaction performance & bottlenecks

• Insights for optimized interactions points

• Ideal for Continuous Improvement


Dashboard

• Know what’s happening at-a-glance

• Understand Agent and Customer usage

• Performance monitoring


Deployment


Interactions Customer

Scripting provided to the agents for each call

How does it Work?

Back end systems


Flexible deployment options

On our cloud

…your choice.

On your premises


Use Cases(and case studies)


Troubleshooting / Decision Tree

Perfect in support or helpdesk situations

O2

Customized Conversations

Change script based on context or KB

Priceline

Up-sellUpsell and Cross sell at the

right moment

DirecTV


Technical Support: Agent Scripting Grass-roots initiative Level 2 support created scripts for Level 1 Massive organic adoption by Level 1

Support

The results? 50% fewer escalations to level 2 25% increase in RFT 40% training reduction (2 weeks)

O2 Case Study


Make decisions based on KB Agents spend ~46 seconds per call

making decisions based on KB content Solution to automate decisioning

The results? 15-60 seconds saved per call

Priceline Case Study


Benefits Summary


For your Customer

Improved Customer Satisfaction• Calls handled quickly and efficiently• Less escalations needed

No repeating of informationWhen calls do get escalated, all the information is passed

A consistent experience• Improve FCR, but,• If not, provide a consistent

experience on a callback

For your Business

Dramatically reduced agent training timeReduce agent training to days from months

Reduced escalations• Solve more calls at Level 1• Keep Level 2 for complex calls

Sleep well!• Stay legal by ensuring you follow

procedures• Analytics shows problem areas


Demonstration


Q&A

Jacada Agent Scripting on the cloud_ slideshare

Technology

agent training time

reduced calls

time fcr

complex calls

path agents

interaction designer

center scripts

procedures analytics