Jacada Automation for Citrix Enabled BPOs

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Derick Alexander Bond
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1 Customer Experience. Simplified. Jacada Automation for Citrix Enabled BPOs Karnail Jita Pre-Sales Manager, EMEA & APAC 29 Jan 2014

2 [ ] Current Problem Manual Data Entry Start Process Open Update SAP Customer Account Extract Order Attachments into Excel Create SAP Order Extract Order Details Access SAP Customer Record

3 [ 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

these processes is difficult since application access is often

4 [ ] Current Problem Client Controlled Apps Long AHT Errors from Copy/Paste

5 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

6 [ ] Solution Jacada Integration & Automation

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

8 [ Batch Error Notification for ] Later Handling Errors can trigger an agent to review and manually handle errors

9 [ ] 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.

Processes are replayed on a server to automate the

10 [ ] Result Fewer back office workers needed Let the system automate the data entry and migration tasks on the server.

11 Works with client delivered apps too!

12 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.

13 [ ] JIA Conceptual Architecture on Citrix Optional JIA Server JIA Agent Manager Windows Apps Web Apps Java Apps BPO Agent Desktop Running virtualised apps on Citrix HTTP/HTTPS Windows Apps Web Apps Java Apps Clients Citrix Server Farm

BPO Agent Desktop Running virtualised apps on Citrix

14 [ ] Demonstration

15 [BO Order Entry Auto Project] Start Process Update SAP Customer Account Open Extract Order Attachments into Excel Currently 80 FTE s 4.5 Minutes per /order Around 70% Automation 60 FTE savings Create SAP Order Extract Order Details Access SAP Customer Record

16 ] [ Telco Convert Post-Pay to Pre-Pay Contract Before AHT is 2 min 35 secs After 1 min 54 secs (27% AHT reduction) Processed in 37 clicks Processed in 24 steps Processed in 7 manual steps Processed in 8 clicks Processed in 3 steps Processed in 1 manual step

37 clicks Processed in 24 steps Processed in 7 manual steps

17 [ Mobile Phone Number Activation Customer places order; call centre enters order into Clarify CRM Agent perform 200 Activations daily Each activation: phone numbers to activate 2-4 minutes per phone number Data entry errors, delays with activations, inefficiency ]

Each activation: 1-100 phone numbers to activate 2-4 minutes per

18 [ ] 70%-99% reduction in AHT! Agent Ramp Up Time halved!

19 [ ] 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

20 [ ] Thank You

Cloud based services with Jacada WinFuse. 2010 Jacada. All rights reserved.

Billions of Us Are in the Cloud Cloud based services with Jacada WinFuse 2010 Jacada. All rights reserved. Webinar Presenter Jeff Strnad Ph.D. Senior Vice President of Global Customer Solutions R&D, Field