Study reveals significant increase in call center performance and simplification of agent work
ATLANTA – May 4th, 2015 – Jacada, Inc., a leading global provider of customer service technology designed to simplify the interaction between businesses and their customers, today released on the implementation of Jacada Agent Scripting into Priceline.com’s customer service case management system. Priceline.com is a leading online provider of discount rates for travel-related purchases.
Priceline.com, was looking to improve its call center productivity, agent performance, and the customer experience by providing agents with customer-specific content and guidance. Jacada Agent Scripting was the solution selected for its ability to meet and exceed the above business objectives. Jacada Agent Scripting enabled the tight and non-intrusive integration of call scripts into the existing case management system and the delivery of customer specific content to agents in each and every call.
The case study describes the areas that Priceline.com was looking to improve, the solution that Jacada Agent Scripting presented, and the benefits resulting from the deployment including:
· Simplifying the agent experience
· An intuitive authoring environment
· Integrated and agile performance monitoring
· Measurable results
One of the results described in the case study reveals how over 500 hours were saved per month by automatically emailing and faxing, eliminating approximately 15,000 emails or faxes which were previously sent manually. Also discussed is a significantly reduced Average Handle Time and improved First Call Resolution, driving customer experience, reducing costs, and increasing retention rates while ultimately enhancing revenue.
To read the complete case study please click here: Jacada Agent Scripting Case Study for Priceline.com
Jacada 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.
, part of The Priceline Group (NASDAQ: PCLN), gives leisure travelers multiple ways to save on their airline tickets, hotel rooms, rental cars, vacation packages and cruises. In addition to getting compelling published prices, travelers can take advantage of ’s famous Name Your Own Price® service, which can deliver the lowest prices available, or the recently added Express Deals®, where travelers can take advantage of hotel discounts without bidding.
A. Lee Judge
Senior Digital Marketing Manager