Jacada Automation for Citrix Enabled BPOs · capabilities or on Citrix (virtual) desktops and...
Transcript of 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
© 2014 Jacada, Inc. All rights reserved. Customer Service. Simplified.
[ ]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
© 2014 Jacada, Inc. All rights reserved. Customer Service. Simplified.
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
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© 2014 Jacada, Inc. All rights reserved. Customer Service. Simplified.
[ ]Current Problem
Client Controlled Apps
Long AHT
Errors from Copy/Paste
© 2014 Jacada, Inc. All rights reserved. Customer Service. Simplified.
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
© 2014 Jacada, Inc. All rights reserved. Customer Service. Simplified.
[ ]Solution
Jacada Integration & Automation
© 2014 Jacada, Inc. All rights reserved. Customer Service. Simplified.
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.
© 2014 Jacada, Inc. All rights reserved. Customer Service. Simplified.
Batch Error Notification for Later Handling
Errors can trigger an agent to review and manually handle errors
[ ]
© 2014 Jacada, Inc. All rights reserved. Customer Service. Simplified.
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.
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© 2014 Jacada, Inc. All rights reserved. Customer Service. Simplified.
[ ]Result
Fewer back office workers needed
Let the system automate the data
entry and migration tasks on the server.
© 2014 Jacada, Inc. All rights reserved. Customer Service. Simplified.
Works with client delivered apps too!
© 2014 Jacada, Inc. All rights reserved. Customer Service. Simplified.
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.
© 2014 Jacada, Inc. All rights reserved. Customer Service. Simplified.
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
© 2014 Jacada, Inc. All rights reserved. Customer Service. Simplified.
[ ]Demonstration
© 2014 Jacada, Inc. All rights reserved. Customer Service. Simplified.
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
© 2014 Jacada, Inc. All rights reserved. Customer Service. Simplified.
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
[
© 2014 Jacada, Inc. All rights reserved. Customer Service. Simplified.
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
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© 2014 Jacada, Inc. All rights reserved. Customer Service. Simplified.
[ ]70%-99% reduction in AHT!
Agent Ramp Up Time halved!
© 2014 Jacada, Inc. All rights reserved. Customer Service. Simplified.
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
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© 2014 Jacada, Inc. All rights reserved. Customer Service. Simplified.
[ ]Thank You[ ]