From Complexity to Competitive Advantage

Strategic Desktop is Key to Helping Leading Marketer Deal with Success and Customer Retention

If you are one of the fastest growing mobile phone and broadband providers in your market, ranked number one in customer satisfaction and in the top 10 places to work, what do you do next? You do what got you there in the first place – focus on customer experience, employee effectiveness and employee morale.

Telefónica O2 is the UK's leading provider of mobile phones and broadband service and was recently ranked sixth in the Best 20 Big Companies to Work for in the UK by The Sunday Times. Telefónica O2 UK now boasts 18.7 million Pay As You Go and Pay Monthly customers.


In this video, Cheryl Black, Customer Service Director for Telefónica O2 UK, shares the impact that the Jacada unified desktop solution has had on O2 UK's business. With the Jacada solution, O2 has improved customer retention, improved customer satisfaction and reduced operational costs by millions of dollars per year.

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"We are focused on providing the best customer service possible to satisfy and retain our valuable customers… We are very pleased with the results of our unified desktop initiatives and are experiencing an excellent return on the investment we have made with Jacada."
– Cheryl Black,
Customer Service Director, Telefonica O2 UK


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