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Southeast Asian Government Agency Selects Jacada Solutions to Improve Call Center Efficiency

Southeast Asian Government Agency Selects Jacada Solutions to Improve Call Center Efficiency

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Omnichannel customer experience accomplished through the utilization of Jacada solutions from Avaya DevConnect Select Product Program

Atlanta, GA – October 22, 2015 – Jacada, Inc., a leading global provider of customer service technology designed to simplify the interaction between businesses and their customers, announced that a Southeast Asian Government Agency is deploying a suite of Jacada solutions to boost its call center efficiency. The agency will use Jacada solutions, including Jacada’s Workspace Unified Agent Desktop, Agent Scripting, and Integration and Automation technologies – all available via the Avaya DevConnect Select Product Program – to help achieve its goal of providing a more omnichannel customer experience.

The agency is faced with challenges to unify various desktop applications and processes, provide streamlined guidance and workflow to customer service representatives, hide process complexities, and reduce average handling time (AHT).

Jacada’s solutions integrate with the company’s existing Avaya technologies including the Avaya Aura® Experience Portal, Avaya Aura Communication Manager, and Avaya Aura Application Enablement Services.

Implementing the Jacada solutions will help the government agency meet its objectives including:
* An omnichannel customer experience via contextual transfer to agents
* Improved productivity of agents
* Implementation of screen pops and agent script
* Contextual logging of customer interactions
* Reduced Average Handle Time

“Organizations around the world recognize Jacada’s ability to increase efficiency in their contact centers,” said Guy Yair, co-CEO, Jacada. “Through the Avaya DevConnect Select Product Program, Jacada has the opportunity to provide customers with streamlined ways to find Avaya-compatible, omnichannel customer experience solutions.”

“As a Technology Partner in the DevConnect Select Product Program, Jacada offers powerful unified agent desktop and automation 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 organizations drive efficiency in day-to-day operations and provide better customer experiences.”

Jacada’s Workspace Unified Agent Desktop and Agent Scripting products have been compliance-tested for compatibility with Avaya Aura Communication Manager as well as other Avaya applications. By integrating with an Avaya platform, businesses can confidently add best-in-class capabilities to their network without having to replace their existing infrastructure — helping speed deployment of new applications and reduce both network complexity and implementation costs.

About Jacada
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

A. Lee Judge
Senior Digital Marketing Manager
[email protected]

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