Jacada Agent Scripting
Dynamic Scripting Makes a Difference
© 2014 Jacada, Inc. All rights reserved.
AGENDA
•Why scripting in today’s world?
•Product Demonstration
•Scripting in the real world:
Priceline Case Study
© 2014 Jacada, Inc. All rights reserved.
The Pain
© 2014 Jacada, Inc. All rights reserved.
Why implement scripting?
Being an agent today is no small feat!
© 2014 Jacada, Inc. All rights reserved.
They need to…
While being measured by…
• Manage multiple applications
• Follow company procedures
• Carefully manage regulatory
requirements
• Try to make the call personal
• 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
© 2014 Jacada, Inc. All rights reserved.
The Results of
Scripting in the Real
World
© 2014 Jacada, Inc. All rights reserved.
The results speak for themselves
(based on actual implementations)
50% reduced calls
escalated from level
1 to level 2 support
© 2014 Jacada, Inc. All rights reserved.
30% minimum First
Call Resolution
improvement
20% minimum
Average Handle
Time reduction
Achieve up to 70%
agent training time
reduction
What is
Jacada Agent Scripting?
© 2014 Jacada, Inc. All rights reserved.
Offer intelligent, context aware, integrated
scripts and guidance for your agents
© 2014 Jacada, Inc. All rights reserved.
Agents know what to offer as well as
when and how to say it, without
sounding scripted
© 2014 Jacada, Inc. All rights reserved.
Business Agility through our graphical
designer allowing subject matter
experts, not IT, to manage scripts
© 2014 Jacada, Inc. All rights reserved.
Features &
Benefits
© 2014 Jacada, Inc. All rights reserved.
Graphical Drag-and-Drop script builder
Gives Business the power to build scripts
Rich library of widgets to get the job done
Build Quickly, Integrate well with rich widgets!
Built-in Simulator
Test your interactions directly in the designer, for either a
Mobile or Web client
© 2014 Jacada, Inc. All rights reserved.
Web based runtime for easy integration
Deploy to your agents, anywhere and everywhere
Workflow Approval Processes
Manage deployment to production with ease
Call Summary and Auditing
Full call transcript and rich audit data
© 2014 Jacada, Inc. All rights reserved.
Advanced Analytics and Reporting
“out of the box”
Continuous improvement by identifying problem areas
Multilingual Interactions
Native support for over 17 languages with ability to edit
language packs
Roles and Privileges
Offers tiered control and restrictions based on Roles
© 2014 Jacada, Inc. All rights reserved.
JAS Interaction Designer
• Easy to use Visual Tool
• No IT knowledge
required
• Scripts and Rules built
graphically
• Easy integration to 3rd
party systems
© 2014 Jacada, Inc. All rights reserved.
JAS Auditing & Reporting
• Sophisticated audit trail,
maps & reporting
Most agents followed
this path
• Monitors interaction
performance & bottlenecks
• Insights for optimized
interactions points
Agents took too long to
get past this step
© 2014 Jacada, Inc. All rights reserved.
Call escalations are
happening here
• Ideal for Continuous
Improvement
Deployment
© 2014 Jacada, Inc. All rights reserved.
How does it Work?
Interactions
Telephony &
Back end systems
© 2014 Jacada, Inc. All rights reserved.
Customer
Scripting provided to the
agents for each call
Flexible deployment options
On our cloud
On your premises
…your choice.
© 2014 Jacada, Inc. All rights reserved.
Demonstration
© 2014 Jacada, Inc. All rights reserved.
Use Cases
(and case studies)
© 2014 Jacada, Inc. All rights reserved.
Troubleshooting /
Decision Tree
Customized
Conversations
Perfect in support or
helpdesk situations
Personalize script based on
context or KB
O2
Priceline
© 2014 Jacada, Inc. All rights reserved.
Sell & Up-sell
Configure to Customer
Preferences and Up-sell at
the right moment
DirecTV
Case Study
© 2014 Jacada, Inc. All rights reserved.
Agent Guidance was not Personalized
General library of flows and articles not tailored to
the customer or current situation
Problem
Agents Manually Documented Results
Poor and inconsistent transcription took time and lowered quality
Lack of Embedded Rules and Decisions
Agents had to search for answers costing time and
mishandled customer requests
© 2014 Jacada, Inc. All rights reserved.
Agent Gets Customer and Transaction
Specific Guidance
Results
Quickly understand and resolve the inquiry
Call Notes Captured Automatically
Consistent documentation improves analytics and training with no ACW
Business Updates Rules in Real Time
The Business has the ability to react to real world changes in
near real time giving the agents current and correct guidance
© 2014 Jacada, Inc. All rights reserved.
Benefits Summary
© 2014 Jacada, Inc. All rights reserved.
For your Customer
For your Business
Improved Customer Satisfaction
• Calls handled quickly and efficiently
• Less escalations needed
Dramatically reduced agent training time
Reduce agent training to days from months
No repeating of information
When calls do get escalated,
all the information is passed
Reduced escalations
• Solve more calls at Level 1
• Keep Level 2 for complex calls
A consistent experience
• Improve FCR, but,
• If not, provide a consistent
experience on a callback
Sleep well!
• Stay legal by ensuring you follow
procedures
• Analytics shows problem areas
© 2014 Jacada, Inc. All rights reserved.
Q&A
Lean More About Jacada Agent Scripting Here
© 2014 Jacada, Inc. All rights reserved.