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case studies O2Case 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 identified by the team was the need for a strategic call centre desktop.

case studies KDGKDG 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.

case studies call centersTelecommunications 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.

case studies capitaCapita - Transforming the business and the customer experience
"The introduction of the Jacada unified 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 significantly improve the efficiency and effectiveness of a call centre operation.”

case studies lillian vernonLilian 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.

case studies O2 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.

case studies vodafoneVodafone - 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. 

case studies US navyUS 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 service-oriented architecture strategy based on practical programmatic integration, NAVFAC was able to provide dramatic results in six months for less than $1 million.

Insurance Brief
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.