white papers cusomer service surveyCustomer Service Experiences Survey
Find out which companies rate best and worst for customer service, how often customers interact with customer service, what channels customers prefer to communicate through, Customer attitudes in regards to IVRs, what affects a customer's perception of a company's customer service and much more.
white papers call center salaryCall Center Salary and Business Survey
We are pleased to present the findings of a comprehensive salary survey of management-level positions in IT, call center, and customer service. The survey was undertaken by Jacada during the second half of 2013 and included 130 participants*. The survey examined a three-year window of salary ranges, including bonuses and raises, with the goal of providing a snapshot of current salary earnings and future expectations
case studies O2Case Study -Telefonica 02 - A Unified Desktop experience
To turn chaos into a competitive advantage, in 2006, Telefónica O2 UK established the Transformation Team and tasked it with some mighty objectives: improve operational effectiveness and continue to lead the market in customer service, while reducing the cost of operations. One of the key initiatives identified by the team was the need for a strategic call centre desktop.

case studies KDGKDG 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.

case studies call centersTelecommunications 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.

case studies capitaCapita - Transforming the business and the customer experience
"The introduction of the Jacada unified desktop has met or exceeded all of our expectations and delivered on our target objectives,” said Phil Bluck, Commercial Director for Capita TVL. “We will realise lifetime savings many times greater than the cost of the solution. Jacada provides innovative technology and a proven implementation approach that can significantly improve the efficiency and effectiveness of a call centre operation.”

case studies lillian vernonLilian Vernon - An exceptional customer experience

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.

case studies O2 Telefonica O2 - GURU Technical Support Scripting

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.