This complimentary white paper honors the history of IVR by reviewing some of its founding stories and by surveying its pro’s and con’s. It also provides a glimpse into the future.
KDG Case Study - Creating a Single View of the Customer
The Jacada Platform handles over 6 million calls per year, servicing multiple business units included pre-pay, post-pay, retentions and business consumers. With over a half million calls per month, this unified desktop required high availability and is deployed into a highly clustered J2EE environment.
Telecommunications Case Study
This case study examines the implementation of a Jacada® Workspace unified desktop within four of the world’s leading telecommunications companies’ contact centers. Collectively, these companies service over 4.12 million customers worldwide with presence in Eastern Europe, Africa, Latin America, Germany, and the United States. Each organization operates large contact centers with numbers of agents ranging from 750 to 6000 agents.
Jacada was able to demonstrate the “wow” factor that Lillian Vernon desired and followed through on all commitments and expectations. The result is a user-friendly solution that reduced system training time by well over 50% for new hires, reduced classroom attrition and improved agent retention.
With the Jacada Solution that includes JAS, a Telefónica contact center manager can now make changes to the information and process flows being used by advisors very quickly, and as often as required. Better still, the various steps involved with each customer interaction can also be automated to enforce best practices while also reducing the time needed for training.