Contact centers place back-office integration as one of the most important solutions that they are considering in the next two years, with 48% of survey respondents placing it in their top 3 technologies from a shortlist of more than 20 solutions.
Jacada at a Glance:
• Key customer base sector: Telco; Finance; Insurance; Utility
• Key technology partners: Cisco; Avaya; Amdocs; Optus; Liveops; Zendesk;
• Over 50% increase in self-service adoption
• A reduction of at least 10% in inbound call volume
• Up to 50% reduction in Average Handling Time (AHT)
• Up to 90% reduction in Agent training time
• 35% improvement in First Call Resolution (FCR)
• Over $50M of savings for worldwide customers
