The Jacada Resource Center includes free whitepapers, industry research and webcasts from Jacada as well as industry sources such as Gartner, Frost & Sullivan, Butler Group, Call Center Magazine and many others.
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Case Studies and ResearchCase Studies and Research
Case Study -Telefonica 02 - A Unified Desktop experience
To turn chaos into a competitive advantage, in 2006, Telefónica O2 UK established the Transformation Team and tasked it with some mighty objectives: improve operational effectiveness and continue to lead the market in customer service, while reducing the cost of operations. One of the key initiatives identifi ed by the team was the need for a strategic call centre desktop.
Telecommunications Case Study
This case study examines the implementation of a Jacada® Workspace unified desktop within four of the world’s leading telecommunications companies’ contact centers. Collectively, these companies service over 4.12 million customers worldwide with presence in Eastern Europe, Africa, Latin America, Germany, and the United States. Each organization operates large contact centers with numbers of agents ranging from 750 to 6000 agents.
Capita - Transforming the business and the customer experience
"The introduction of the Jacada unifi ed desktop has met or exceeded all of our expectations and delivered on our target objectives,” said Phil Bluck, Commercial Director for Capita TVL. “We will realise lifetime savings many times greater than the cost of the solution. Jacada provides innovative technology and a proven implementation approach that can signifi cantly improve the effi ciency and effectiveness of a call centre operation.”
Lilian Vernon - An exceptional customer experience
Jacada was able to demonstrate the “wow” factor that Lillian Vernon desired and followed through on all commitments and expectations. The result is a user-friendly solution that reduced system training time by well over 50% for new hires, reduced classroom attrition and improved agent retention.
KDG Case Study - Creating a Single View of the Customer
The Jacada Platform handles over 6 million calls per year, servicing multiple business units included pre-pay, post-pay, retentions and business consumers. With over a half million calls per month, this unified desktop required high availability and is deployed into a highly clustered J2EE environment.
Jacada unified desktop and process optimisation solutions enable insurance IT organisations to deliver a more flexible and competitive customer service environment, while extending the life of existing application investments. The Jacada unifi ed desktop provides an intelligent view of customer and policy data and facilitates cross-sell and up-sell opportunities to drive additional revenue for insurance providers.
Insurance Case Study
Cost savings associated with the new unified, automated desktop should result in a net reduction in operational expense of almost a quarter of a million dollars per year. The company also expects to see a decrease in agent churn and a dramatic drop in training time, down from two months to as little as two weeks – a 75% reduction for the better.
Telefonica O2 - GURU Technical Support Scripting
With the Jacada Solution that includes JAS, a Telefónica contact center manager can now make changes to the information and process flows being used by advisors very quickly, and as often as required. Better still, the various steps involved with each customer interaction can also be automated to enforce best practices while also reducing the time needed for training.
Vodafone - Vodafone "saves" customer with Jacada
Vodafone SAVE agents are now presented with a much more efficient process when making a call. Through the SUI, an agent now looks up the customer’s information, performs a security check and builds a deal with the customer. The agent can also check handset stock and order the hand set in real-time through the same application.
US Navy benefits From a Composite Application Strategy (Gartner Case Study)
The U.S. Navy Facilities Engineering Command significantly reduced the cost of managing the contract process for more than $6 billion of goods and services for the U.S. Navy around the world. Using a composite application and a serviceoriented architecture strategy based on practical programmatic integration, NAVFAC was able to provide dramatic results in six months for less than $1 million. Consistent with our findings at many organizations, smart reuse of systems as building blocks for new composite applications provides great value at less cost and less time than more-dramatic enterprise resource planning and redevelopment solutions.
Customer Self Service:
Visual IVR Product Brochure
Visual IVR E-book
Jacada Mobile Agent Product Brochure
Call Center Solutions:
Advisor Product Brochure
Dynamic Views Datasheet
JAS Product Brochure
JACADA Integration & Automation - Product Brochure
Customer Self Service ROI
JMA ROI tool
Visual IVR ROI Tool
Call Center ROI
Agent and Desktop Optimization ROI tool
WebinarsCustomer Self Service Webinars:
Webinar: The ROI in making your IVR VisualView this Jacada webinar as we demonstrate the positive ROI that you will receive by creating a Visual IVR from your traditional IVR. Converting your existing IVR into a Visual IVR is a sensible investment that also yields a better customer experience for your customers.
Jacada Mobile Agent product suite.
Call Center Solutions Webinars:
Webinar: How to Engage and Retain CustomersDuring this webinar, we will demonstrate how healthcare payers can leverage customer engagement strategies from industries like retail and financial services to build a growing and loyal customer base.
White PapersWhite Papers
Tales of the Past and Future: from the Voder to Visual IVR
This complimentary white paper honors the history of IVR by reviewing some of its founding stories and by
...surveying its pro’s and con’s. It also provides a glimpse into the fut
Visual IVR White Paper
How can you make your IVR investment a win- win situation both for the organization and the customer? If scanning a screen is quicker than listening to lengthy menus, why not make your current IVR system visual and easily accessible from your company’s website or your customer’s mobile phone.
Mobile As the New Engagement Channel
Mobile devices are becoming the largest engagement channel for customers, and most businesses are woefully underprepared. With unprecedented growth in mobile device adoption, customers expect to reach an organization anytime and from anywhere. The new mobile self-service channel offers organizations an unprecedented opportunity to provide an improved self-service experience, reduce inbound call volume, and capture one of the largest growing demographics: Mobile Customers.
Healing the Fractured Customer Service Experience
Organizations do not need to compromise on best-of-breed backend systems in order to meet expectations of service consistency. Intelligently rolled out and tightly integrated with existing systems and processes, today’s multi touch-point customer service tools not only raise satisfaction and lower churn, but can actually serve as an engine for growth
VideosCustomer Self Service Videos:
Gal Kimel, VP Mobile Customer Service:
How is the mobile customer affecting today's customer service contact centers
Kumaran Shanmuhan, Executive Director, Presale:
How is the mobile customer affecting todays's customer service
Call Center Solutions Videos:
Advisor Prouct Movie