Atlanta-based Jacada, Inc., a leading global provider of customer service technology designed to simplify the interaction between businesses and their customers, said its suite of contact center solutions has been chosen by one of the leading BPOs in India to enhance the customer service experience for a major European telecommunications company.
The Jacada solution implementation includes Jacada’s Workspace Agent Desktop, Integration & Automation, and award winning Agent Scripting solutions. The solution suite was chosen to provide a unified desktop that ties together the company’s multiple desktop applications while providing agent guidance to complete the customer service technology suite.
The solutions are also being utilized to achieve efficiencies in customer service through reduced call times, improved customer experience, shortened agent training time, and increased management visibility into where agent problems or bottlenecks may occur.
These functionalities are expected to greatly reduce inbound calls to tier one helpdesk support. Robotic automation will be utilized to automate the gathering of information from back end systems while creating a single front end to the company’s agents.
“With a growing number of European telecommunications companies in our client portfolio, we are proud to be chosen by a leading BPO to be able to assist this leading telecom provider in producing better customer service and ensuring that their consumers receive consistent, high-quality service,” states Guy Yair, Jacada Co-Chief Executive Officer.
“Through strong partnerships and solid-innovative products, Jacada continues to show impressive ROI for our customers around the globe,” he said. fii-news.com
