Four Leading Telecommunications Companies Reduce Contact Center Operational Costs by Millions through Jacada Solutions
29 Novembre 2011 - 1:00PM
Business Wire
Four of the world’s leading telecommunications companies have
selected Jacada Ltd. (Nasdaq: JCDA), a leading provider of customer
experience management, to simplify agent tasks, reduce new hire
training time and keystroke errors, and automate workflows and
redundant processes in their contact centers. As noted in a recent
case study, these companies which have implemented Jacada®
Workspace Agent Desktop to create an optimal agent experience,
collectively service over 41.2 million customers worldwide with
presence in Eastern Europe, Africa, Latin America, Germany, and the
United States.
Recognizing that their existing agent applications were
segregated, redundant, and somewhat disconnected, these
telecommunications companies were looking for a more automated and
streamlined system to empower agents to deliver better customer
service. After evaluating solutions from several call center
technology providers, each telecommunications leader selected
Jacada WorkSpace. With Jacada WorkSpace, contact center leaders are
able to integrate vital applications and multiple channels of
communications with the customer into a single, optimized view. As
a result, agents’ access to mission-critical applications and tools
is simplified, increasing agent efficiency, agent productivity, and
customer satisfaction ratings.
“We felt we could reduce the length of every call by 35 seconds,
but, in fact, we reduced the length of every call by 48 seconds,”
said Cheryl Black, Customer Service Director for Telefónica O2 UK.
“We handle 45 million calls a year and that soon adds up to a lot
of time and money. We accelerated the program to roll out the
Jacada unified desktop in all of our contact centers - so that we
get that benefit on every one of those 45 million calls – what a
fantastic achievement!”
As a result of using Jacada WorkSpace, these telecommunications
companies experienced a significant return on their investment,
including:
- Reduced operational cost of nearly $8
million
- 10%, 12%, and 30% reductions in average
handling times
- A 30% reduction in training time
- A 30% reduction in call backs
- Reduction in number of call centers
from over 30 to only 25
- Improved agent satisfaction and
performance
- Enhanced customer satisfaction
ratings
The complete case study Jacada Solutions Improve Quality,
Efficiency, and Deliver Cost Savings to Telecommunications Contact
Centers is available for download at www.Jacada.com
[http://www.jacada.com/news/telecom_case_study_final.pdf].
About Jacada
Jacada provides solutions that optimize and improve the
effectiveness of customer service interactions. Jacada agent
desktop and process optimization solutions help companies reduce
the cost of their operations, drive customer satisfaction and
provide a complete return on investment within the first year after
deployment.
Founded in 1990, Jacada operates globally with offices in
Atlanta, USA; London, England; Munich, Germany; Herzliya, Israel;
and Stockholm, Sweden. More information is available at
www.Jacada.com.
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