Jacada has introduced enhancements to its desktop integration tools, Jacada Fusion and Jacada WorkSpace.

Jacada Fusion gathers information that agents typically view while they assist callers, such as customers' records or inventory databases. Fusion brings together this type of information, which often comes from a variety of sources and applications, so that agents can easily view it in one place. What's more, Fusion lets you share data that multiple applications have in common, like customers' names and contact information, so that agents don't have to enter the information more than once.

The latest incarnation of Jacada Fusion, version 3.0, enables you to keep track of the data agents view, enter and update as they communicate with customers. The software allows you to set up alerts if agents don't follow certain procedures while entering customers' information, such as not confirming whether a customer is entitled to on-demand technical support or not looking up whether a customer belongs to a frequent-shopper club.

By verifying that agents use their desktops effectively, Jacada Fusion 3.0 accomplishes more than amalgamating the data agents view; the software ensures agents capture data that's both accurate and useful.

Besides announcing Jacada Fusion 3.0, Jacada has also launched the latest version of Jacada WorkSpace, version 3.0, which brings together the applications that agents use most often, including call handling software and CRM suites, within one window. A key enhancement to Jacada WorkSpace 3.0 is that the software enables agents to handle multiple calls at the same time.