Jacada for Telecommunications
Telecommunications is a booming sector. Constant changes in technology along with ongoing mergers and acquisitions make for a dynamic industry, to say the least.
Today, communications service providers are as focused on retaining customers as they are in winning new ones. Customer churn and selling bundled solutions are top-of-mind for every telco executive. Churn is a huge drain on profitability. Many companies even have contact center operations exclusively dedicated to saving customers who call to cancel service. However, as critical as contact center operations have become, these companies still face major efficiency and productivity obstacles — obstacles that Jacada solutions can address.
That's why leading communications service providers like Cox Communications, O2 UK and Embratel have selected Jacada.
Contact center representatives typically have to access, manage and interact with a variety of applications in order to handle all of the different aspects of a single call. To navigate between these applications, the CSR often must perform an awkward series of keystrokes, encountering a distinct interface with each application. In addition, the CSR frequently has to re-key the same customer data, delaying call resolution and wrap-up and increasing the possibility of data entry errors. As a result, call handle times are too long and each CSR handles fewer calls. Customers are required to wait unnecessarily, making it difficult to leave a positive impression, much less retain a customer who is already inclined to terminate service.
Why Jacada Solutions for the Telecommunications Contact Center
- Improve customer service and the customer experience
- Enhance bundled sale opportunities
- Automate customer retention processes
- Reduce cost of operations and agent churn
- Improves accuracy and efficiency
- Keith Lindsay, Director, Customer Care Application Development,
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