ATLANTA — Apr. 24, 2012— Jacada, Ltd., a global customer service and process optimization solution provider, and Datapoint Spain, a leading integrator of contact center and communication solutions, today announced the formation of a mutual partnership that introduces innovative customer service solutions to the Spanish customer service and call center markets.
Expansion to address increased demand for enhanced award-winning customer service solutions
ATLANTA – Apr. 16, 2012 - Jacada Inc., a leading global provider of customer service solutions, designed to improve the customer experience, today announced its expanding global presence in key European countries including, Russia, France, Italy, Poland, Netherlands, Spain, Belgium, and the Nordics. With an extended presence in Europe, Jacada can better serve new and existing customers that are looking for cost-effective award-winning solutions for their contact centers.
Customer Satisfaction and Agent Productivity Top Call Center Challenges
Technology Designed for Call Centers Key to Driving Performance and Profitability
ATLANTA — Feb. 14, 2012 — The barometer of dissatisfaction for consumers when calling into a contact center has been rising steadily over the last few years despite all of the tools, checks and balances implemented by organizations. Jacada CEO Gideon “Giddy” Hollander weighs in on the radio show, Business Technology News Hour, to discuss why he believes CRM is impeding call center agents from interacting with their customers more fully due to overly automated processes and complex CRM systems.
ATLANTA - Feb. 7, 2012 - Jacada, Inc., a leading global provider of call center technology designed to improve the interaction between agents and their customers, today announced the release of a new product, Jacada® UI for CRM. Jacada UI for CRM is the industry's first product designed exclusively to improve how call center agents interact with their organization's existing CRM system. The result is an improved agent experience and increased customer satisfaction.
Jacada presence to address needs of rapidly growing Indian customer service market
ATLANTA - Feb. 2, 2012 - Jacada Inc., a leading global provider of call center technology designed to improve the customer experience, today announced its expanding global presence and establishing of a local presence in India.
Jacada Workspace Agent Desktop Honored for Exceptional Innovation
ATLANTA, Jan. 26, 2012 — Jacada, Inc. announced today that TMC, a global, integrated media company, has named Jacada Workspace Agent Desktop as a Customer Interaction Solutions 2011 Product of the Year Award winner. Customer Interaction Solutions magazine is the leading publication covering CRM, call centers, and teleservices since 1982.
Attendees to learn how to rapidly respond to business changes, modify call flows, manage rules for technical support and streamline user interface development
ATLANTA—Nov. 17, 2011—Jacada, Inc., a leading global provider of call center technology designed to improve the interaction between agents and their customers, is hosting the free webinar, “Contact Center Agility: Moving at the Speed of Business.” The event will be at 2 p.m. EST on Tuesday, Dec. 6, 2011. Register for the webinar at http://jacada.com/webseminar/call-center-agility-webinar.
Latest version offers industry’s first, highly innovative user interface delivery model, giving companies the ability to create an optimal agent desktop experience
ATLANTA — Nov. 15, 2011 —Jacada, Inc., a leading global provider of call center technology designed to improve the interaction between agents and their customers, today announced the imminent release of an enhanced version of its flagship unified desktop solution, Jacada® WorkSpace Agent Desktop 6.0. As a part of this release, call center leaders will have access to Dynamic Views, a highly innovative user interface delivery model that empowers them to own and control user interface (UI) delivery, define call flow processes, and handle UI changes with ease, delivering the optimal agent desktop experience.
Training time down more than 35 percent and calls shortened by nearly 19 percent.
ATLANTA– Oct. 18, 2011 –Within the first year of engaging Jacada, Inc., a leading provider of customer experience management and process optimization solutions for customer service operations, Permanent General Companies (PGC), an American insurance provider, was able to realize operations efficiencies and cost savings by reducing call handle times by nearly 19 percent and call center agent training by more than 35 percent. Through implementation of a Unified Desktop, a solution based on Jacada Workspace Agent Desktop, PGC agents were able to more efficiently and effectively handle customer inquiries, resulting in an improved customer experience.
ATLANTA — Oct. 11, 2011—Jacada, Inc., a leading global provider of call center technology designed to improve the interaction between agents and their customers, announced today the latest release of its leading web-to-host solution, Jacada® Interface Server (JIS) V9.0. With updated browser support and extensions to the Jacada knowledge base, JIS V9.0 enables customers to stay current on their strategic technology stacks while continuing to protect their legacy system investments.