Telefonica O2 Transforms Customer Service by Simplifying the Agent Desktop
45 Million Customers Interactions Handled in 1 Unified Desktop Solution.
The simplicity of Jacada’s automation and unified desktop solutions enabled agents to bypass 20 different legacy systems, reducing handling time and hand-offs to second-tier support, resulting in better customer experience and higher customer retention.
Jacada took time to understand our business, understand the problem we were trying to solve rather than simply sell us another technical application. That for me has been a huge part of the success of this project.
Cheryl Black, Customer Service Director
About the Client
Presented complex processes as simple and easy-to-follow guides reducing the need for technical support.
Simplified call scripts enabled agents to pivot to improve fix rates creating a better customer experience and increasing retention.
- A decline in call escalations by 50%
- A 40% reduction in training time
- Reduced operational costs by millions of dollars per year.
- Average handle time savings of 45 seconds per call per agent