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Business Process Improvement and Jacada Fusion

Today, companies are recognizing that being able to deliver a high-quality customer experience through business process improvement is of major strategic value to the organization. Revenue generation and customer loyalty/retention are key objectives of business process improvement. Accomplishment of these objectives requires an enriched, personalized, and consistent customer experience across all business channels. Many organizations discover, however, that their representatives are severely limited because systems are difficult to use and are not integrated.

Jacada Fusion business process improvement has dramatically improved the contact center operations of major companies worldwide such as AIG, Arch Wireless, Bank of America, Cendant-RCI, Prudential, and many others. These companies employ Jacada solutions to make contact center systems easier to use, to give representatives access to information needed to meet customer-service demands, and to facilitate Web-based customer self service. Jacada helps contact centers modernize and transform old green-screen systems into easy-to-use graphical applications with improved workflow and a modern, intuitive look and feel.

Jacada Fusion business process improvement seamlessly integrates the applications at the CSR's desktop, dramatically improving productivity. The result is:

  • Improved customer interaction and call quality,
  • Reduced call time,
  • Significant reduction in data entry errors, and
  • Reduced training time.

All of which results in driving more business and improving cross-selling capabilities.

Jacada is also the leading business process improvement solution for integrating new CRM solutions, such as Siebel and PeopleSoft, with existing back-office systems – providing access to corporate systems such as billing, inventory, accounts payable/receivable, sales, customer service, etc. As a result, Jacada customers are realizing major reductions in training time, costs, and errors; improving employee productivity and retention; and ultimately delivering higher levels of customer satisfaction.

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