Customer Quotes
Today's customer service and support organizations often struggle to reduce operational costs and deliver quality customer service due to the complexity of the customer service representative’s (CSR) desktop. Jacada solutions provide a simplified interaction designed to improve the efficiency of the CSR and improve the overall customer experience. Here is what some of our customers had to say about Jacada and our unified service desktop:
Mike Minahan
Customer Services Director
Capita
"We selected Jacada WorkSpace… to provide our CSRs a central point of activity for more expedient call handling and to streamline many of the complex processes that are presently performed in numerous disparate applications."
Keith Lindsay
Director of Customer Care Application Development
Cox Communications
"Our key goals for this project focus on satisfaction levels among our CSRs. Ultimately, Jacada WorkSpace assists us in streamlining many of our contact center processes."
Mike Muoio
CEO
Lillian Vernon
"We are standardizing on Jacada WorkSpace as our unified desktop to create greater operational efficiency, increase agent and customer satisfaction and reduce agent training times, which is critical during our peak seasons."
Duffy Boyle
CIO
Omnium Worldwide, Inc.
"Using the Jacada unified service desktop will enable our personnel to validate claims faster and with greater accuracy, while heightening our staff's ability to more rapidly pinpoint overpaid claims."
Sandra Green
Corporate Vice President of Hotel Operations
Station Casinos
"Station Casinos is taking guest service to the next level… Jacada will enable our guest service agents to have a positive interaction each and every time they speak with our guests."
Charlie Freni
Senior Vice President of Customer Services
Central Hudson Gas & Electric
"The Jacada team's thorough, consultative approach allowed them to truly understand our business and provide a detailed analysis of our process pain points. The Jacada solutions will not only simplify our agents' desktops, but will optimize and guide them through critical call processes such as customer moves, billing and collections."
Steve Johnson
Chief Architect
Vodafone UK
"In the end, Vodafone selected Jacada Fusion because it provided a robust, non-intrusive, rapid, and cost-effective solution to help our SAVES group improve productivity."
Wynn Obermeyer
Vice President of Information Systems
West Corporation
"Jacada WorkSpace helps us ensure consistent call flow and call quality, especially for new agents."
Eduardo Elias Mattar
Embratel
"There are more than 30 business applications involved in this project. A non-invasive approach was key to making the unified customer service desktop a reality, and Jacada’s contact center experience gave us the confidence that we would meet or exceed our project goals."