Leading Mobile Virtual Network Provider Automates the Contact Center to Improve CX
How to Simply CX When Your Contact Center Agent Desktop is Complicated?
Harness the Power of Attended RPA and Real-time Process Guidance
Jacada’s expertise and IP are primarily applied to attended automation use cases that involve front-office processes or, more specifically, customer service operations. Jacada’s product strategy revolves around customer service use cases and it has a sharp focus on maintaining its leading position in this specific RPA market segment.
About the Client
Our Approach
Results
- More than $23 million in savings in the first year after rollout
- Average handle time (AHT) dropped by 45 seconds
- Net prompter score rose from a score of 63 to a score of 80
- First contact resolution rose from 85% to 90.3%
- Average speed to answer dropped from 28 to 17 seconds
What's Next
The client was able to achieve their twin goals of boosting contact center productivity and the customer experience by tackling agent desktop complexity head on.
Now, the team is focusing on simplifying more complex technical support interactions across the entire customer journey, regardless of whether the customer starts their journey on the phone with an agent or on the website in self-service.
The Jacada low code automation platform comes with a handy multiexperience designer which makes it easy for the client team to design experiences than can be built once and deployed across touchpoints enabling both customers and agents to pause and resume interactions across touchpoints – creating greater levels of harmony and agility in the customer experience and in the customer service operation.
