Jacada product suite chosen to deliver a Unified Desktop Customer Support solution for contact center operations
ATLANTA – Dec 21, 2015 – Jacada, Inc., a leading global provider of customer service technology designed to simplify the interaction between businesses and their customers, today announced that its suite of contact center solutions has been chosen by one of the leading BPOs in India to enhance the customer service experience for a major European telecommunications company. The Jacada solution implementation includes Jacada’s Workspace Agent Desktop, Integration & Automation, and award-winning Agent Scripting solutions. The solution suite was chosen to provide a unified desktop that ties together the company’s multiple desktop applications while providing agent guidance to complete the customer service technology suite.
The solutions are also being utilized to achieve efficiencies in customer service through reduced call times, improved customer experience, shortened agent training time, and increased management visibility into where agent problems or bottlenecks may occur. These functionalities are expected to greatly reduce inbound calls to tier one helpdesk support. Robotic automation will be utilized to automate the gathering of information from back-end systems while creating a single front end to the company’s agents.
"With a growing number of European telecommunications companies in our client portfolio, we are proud to be chosen by a leading BPO to be able to assist this leading telecom provider in producing better customer service and ensuring that their consumers receive consistent, high-quality service,” states Guy Yair, Jacada Co-Chief Executive Officer. “Through strong partnerships and solid-innovative products, Jacada continues to show impressive ROI for our customers around the globe.”
Jacada solutions help organizations improve their customer experiences and reduce their operational costs. Jacada enables organizations to deliver advanced customer and agent interactions by implementing cutting‐edge mobile customer service and visual IVR solutions, agent desktops, and process optimization tools. Customers can benefit from an improved customer service experience at every touch point with the organization, whether at the call center, on the mobile, or at the retail store. Jacada projects often deploy in less than six months, and customers often realize a complete return on investment within 12 months of 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