Jacada Integration and Automation works with Avaya one-X® Agent to increase consumer satisfaction and lower call handling times
Atlanta, GA – October 27, 2015 - Jacada, Inc., a leading global provider of customer service technology designed to simplify the interaction between businesses and their customers, announces that a globally recognized Fortune 200 retailer has deployed Jacada’s Integration and Automation solution with notably successful results. The retailer sought to automate the process of loading relevant customer account information from its Avaya one-X® Agent into its three order management systems (OMS). Jacada’s solution, available via the Avaya DevConnect Select Product Program, was deployed faster than expected and delivered a better than expected ROI for the retailer.
The challenge faced by the retailer was that critical customer information such as their order or account number was not readily available to contact center agents during customer calls. Customers were required to wait and repeat information so the data could be manually entered into the company’s order management system (OMS).
The solution provided by Jacada integrated with the company’s Avaya one-X Agent to automatically capture the caller’s information and launch the relevant order or account page at the same moment that the contact center agent received the call.
Three order management systems were automated in this way with the following results:
- • Reduced Average Handle Time by 45 seconds per call
- • An 80% hit rate (finding the right customer) in the OMS application, starting the agent on the relevant screen
- • A deployment time and ROI that exceeded the retailer's expectations
- • A 40% consumer adoption of the new IVR options
“Jacada’s growth within some of the world's largest companies is a direct result of our ability to provide agile solutions that increase efficiency in the contact center space,” said Guy Yair, co-CEO, Jacada. “Through the Avaya DevConnect Select Product Program, Jacada offers customers innovative solutions that provide connectivity across a variety of self-service channels while improving the transfer of data from such channels to the agent's desktop and back-end systems when needed.”
“As a Technology Partner in the DevConnect Select Product Program, Jacada offers powerful unified agent desktop solutions that interoperate with Avaya contact center platforms to deliver a competitive advantage to our customers,” said Eric Rossman, vice president, Developer Relations, Avaya. “Jacada products help our joint customers increase their efficiency and productivity, and deliver improved customer experiences.”
View the complete Case Study here: Major Retailer Transforms Customer Service with Jacada Integration and Automation Solution
Jacada Inc. enables organizations to deliver effortless customer self-service and agent assisted interactions by implementing cutting-edge mobile, smart device, and web based visual IVR solutions, as well as optimized agent desktops, and business process optimization tools. Customers can benefit from an improved customer experience at every touch point with the organization, whether at the contact center, on the mobile, the website, or at the retail store. Most Jacada deployments provide complete return on investment within the first three to seven months after deployment. Founded in 1990, Jacada operates globally with offices in Atlanta, USA; London, England; Munich, Germany; and Herzliya, Israel. More information is available at www.Jacada.com.
A. Lee Judge
Senior Digital Marketing Manager