jacada automation for citrix enabled bpos · capabilities or on citrix (virtual) desktops and...

© 2014 Jacada, Inc. All rights reserved. Customer Service. Simplified.

Customer Experience. Simplified.

Jacada Automation for Citrix Enabled BPOs

Karnail Jita

Pre-Sales Manager, EMEA & APAC

29 Jan 2014


[ ]Current Problem

Manual Data Entry

Open Email

Extract Order Attachments into Excel

Extract Order Details

Access SAPCustomer Record

Create SAP Order

Update SAP Customer Account

Start Process


Back office Environment

• Extensive FTE pool to enter data from one application(s) into other application(s)

• Automating these processes is difficult since application access is often provided via Citrix

• Citrix environment is provided by the BPO’s client

][


[ ]Current Problem

Client Controlled Apps

Long AHT

Errors from Copy/Paste


You are held accountable for accuracy and compliance even in client delivered apps

SLA penalties

No ability to audit or track

Clients own the applications so making efficiency changes are not possible


[ ]Solution

Jacada Integration & Automation


Automatically enter data into and navigate applications (hosted in Citrix or not) from:other applications, files, databases, etc.to automate the data entry processaway from the processor desktop.


Batch Error Notification for Later Handling

Errors can trigger an agent to review and manually handle errors

[ ]


Automated Processes

Jacada Integration and Automation captures the optimal process and exceptions

Processes are “replayed” on a server to automate the input process.

Errors and exceptions are referred to agents for review.

[ ]


[ ]Result

Fewer back office workers needed

Let the system automate the data

entry and migration tasks on the server.


Works with client delivered apps too!


Now provide the data and process automation capabilities or on Citrix (virtual) desktops and applications without the need to install any components on the Citrix server.

Automate all client supplied business applications (Billing, Claims, CRM, OMS, etc)!

Support automated entry of claims, sales orders, work orders, credit requests, etc.


JIA Conceptual Architecture on Citrix[ ]

Windows Apps Java AppsWeb Apps

BPO Agent Desktop

Running virtualised apps on Citrix

Windows Apps Java AppsWeb Apps

Clients Citrix Server

Farm

JIA Agent Manager

HTTP/HTTPS

Optional JIA Server


[ ]Demonstration


BO Order Entry Auto Project][

Open Email

Extract Order Attachments into Excel

Extract Order Details

Access SAPCustomer Record

Create SAP Order

Update SAP Customer Account

Start Process

Currently 80 FTE’s

4.5 Minutes per email/order

Around 70% Automation

60 FTE savings


Before

AHT is 2 min 35 secs

Processed in 37 clicks

Processed in 24 steps

Processed in 7 manual steps

Telco Convert Post-Pay to Pre-Pay Contract[ ]After

1 min 54 secs(27% AHT reduction)

Processed in 8 clicks

Processed in 3 steps

Processed in 1 manual step

[


Mobile Phone Number Activation

Customer places order; call centre enters orderinto Clarify CRM

Agent perform 200 Activations daily

Each activation: 1-100 phone numbers to activate

2-4 minutes per phone number

Data entry errors, delays with activations, inefficiency

][


[ ]70%-99% reduction in AHT!

Agent Ramp Up Time halved!


Key Benefits

Removes the agent from repeated back office tasks

Can easily save 20-30% of your headcount

Automate data entry and data migration –fewer errors

Zero Citrix Server footprint

[ ]


[ ]Thank You[ ]

jacada automation for citrix enabled bpos · capabilities or on citrix (virtual) desktops and...

Documents