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Major South African Telecom selects Jacada Call Center Solutions to Enhance Customer Service Experience

Jacada LogoJacada chosen to deliver a Unified Desktop Customer Support solution for contact center operations

ATLANTA – Feb 19, 2015 – Jacada, Inc., a leading global provider of customer service technology designed to simplify the interaction between businesses and their customers, today announced that it has entered into a material contract with a leading communications services provider in South Africa, to deliver an Agent Desktop Customer Support solution for its contact center operations. The Jacada implementation will include Jacada’s Workspace Agent Desktop, Integration & Automation, and award winning Agent Scripting solutions to provide a unified desktop that ties together the company’s multiple desktop applications while providing agent guidance to complete the customer service technology suite.

Jacada Ticket Guidance is Now Available in the Zendesk App Store


jacada zendesk logosJacada Ticket Guidance adds guidance and workflow within Zendesk to ensure efficient ticket routing and resolution

ATLANTA – Feb 4, 2015 - Jacada, Inc., a leading global provider of customer service technology designed to simplify the interaction between businesses and their customers, has announced availability of Jacada Ticket Guidance for the Zendesk customer service platform. The Jacada solution, now available in the Zendesk App Store, will enable Zendesk users to benefit from advancedTicket Guidance within their Zendesk session. Jacada Ticket Guidance for Zendesk ensures quick and efficient ticket resolution by providing support agents with real-time process guidance and dynamic next best action cues.

Major European Telecom Extends Agreement with Jacada to Simplify Agent Processes and Enhance Customer Experience


Jacada again extends its material software license, support, and services agreement with leading European cable operator 

Jacada LogoATLANTA – Jan 23, 2015 – Jacada, Inc., a leading global provider of customer service technology designed to simplify the interaction between businesses and their customers, today announced that it has again extended its relationship as the customer service enterprise software solution provider for one of the largest cable operators in Europe.

The cable provider serves millions of households, internet customers, digital television, and telephony subscribers.  With this material extended services agreement, Jacada will further optimize the effectiveness of contact center interactions and provide automation to customer service processes; two important functions in the telecommunications industry.

Jacada Introduces a Multi-Channel Desktop Enhancement to the Avaya Aura® Call Center Elite Multi-Channel Platform

Jacada Multi-Channel Agent Desktop for Avaya’s Multi-Channel solution is designed as a lightweight agent desktop alternative for the current Avaya platform

Jacada LogoAvaya LogoATLANTANov. 11, 2014 –Jacada, Inc., a leading global provider of customer experience technology designed to simplify the interaction between businesses and their customers, today announced the public availability of the Jacada Multi-Channel Agent Desktop for the Avaya Aura® Call Center Elite Multi-Channel Platform. Created to meet the demands of agents interacting across multiple channels simultaneously, the multichannel agent desktop seamlessly unifies several channels into one convenient interface.  The enhancement is designed as a lightweight desktop alternative for the current Avaya solution, to work with the current Avaya Aura® Call Center Elite Multi-Channel infrastructure and to be deployed rapidly by virtue of its thin-client design.

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