It's been 20 years since Jacada first opened its doors, and now with offices around the world, we are a leading global provider of customer service experience management and interaction optimization solutions. The below list represents a sampling of our successful implementations.
Today's customer service and support organizations often struggle to reduce operational costs and deliver quality customer service due to the complexity of the customer service representative’s (CSR) desktop. Jacada solutions provide a simplified interaction designed to improve the efficiency of the CSR and improve the overall customer experience. Here is what some of our customers had to say about Jacada and our unified service desktop:
Allison Garretson, Vice President of Operations, Permanent General
"Customer service is a top priority for Permanent General. Currently our customer service representatives must navigate through dozens of screens and applications to find what they need in order to help customers on the phone. We realized that if we could simplify and streamline the access to that information, we could not only service our customers more effectively, but reduce our call handle times as well as the amount of training required for new representatives. We chose to work with the team at Jacada because they are the experts in solving complex customer service issues and because they've proven that they understand the specific business challenges we face as an insurer."
Srinivas Koushik, Chief Information Officer, Nationwide Insurance
"We selected Jacada due to the time-to-market advantages of their software and approach, and their expertise and success in simplifying and automating customer service processes. The Jacada WorkSpace unified service desktop provides a flexible, adaptable and scalable solution that is very compatible with our existing infrastructure and strategic direction, and should deliver a quick return on our investment. The ability to implement the solution quickly, without modifying our existing systems or infrastructure, was key in our decision to go with Jacada."
Cheryl Black, Customer Service Director, O2 UK
"Our company is very focused on continually improving the service we provide our customers and we are always looking for solutions that will help us streamline our operations and provide our advisors with the tools they need to give the highest possible level of customer care to our customers. We are experiencing great results with the Jacada solution in our prepaid division and are very impressed with the quality of the solution and the expertise of the Jacada team."
Keith Lindsay, Director of Customer Care Application Development, Cox Communications
"Our key goals for this project focus on satisfaction levels among our CSRs. Ultimately, Jacada WorkSpace assists us in streamlining many of our contact center processes."
Sandra Green, Corporate Vice President of Hotel Operations, Station Casinos
"Station Casinos is taking guest service to the next level. Jacada will enable our guest service agents to have a positive interaction each and every time they speak with our guests."
Mike Muoio, CEO, Lillian Vernon
"We are standardizing on Jacada WorkSpace as our unified desktop to create greater operational efficiency, increase agent and customer satisfaction and reduce agent training times, which is critical during our peak seasons."
Wynn Obermeyer, Vice President of Information Systems, West Corporation
"Jacada WorkSpace helps us ensure consistent call flow and call quality, especially for new agents."
Mike Minahan, Customer Services Director, Capita
"We selected Jacada WorkSpace… to provide our CSRs a central point of activity for more expedient call handling and to streamline many of the complex processes that are presently performed in numerous disparate applications."