The partnership between the companies originally started in 2007 when Jacada streamlined and automated critical call processes within the UK Pay and Go division. In 2008, Telefónica UK signed an enterprise license agreement with Jacada allowing them to standardize the Jacada unified desktop solution throughout the company’s UK customer service operations. In 2011, Telefónica UK chose the Jacada Agent Scripting (JAS) Product Suite to enable its Gurus support team to deliver superior customer service.
“Our continued relationship with Telefónica UK is a strong indicator of both Telefónica’s commitment to providing unprecedented customer service and to Jacada’s dedication to providing the best and most innovative customer service technologies and solutions,” said Guy Yair, co-chief executive officer of Jacada. “The decision by Telefónica UK to continue our successful relationship is validation that Jacada’s solutions enable companies to provide better customer service, increase customer retention, and lower operating costs at the same time.”
Jacada Agent Scripting has significantly reduced the average handling time at Telefónica UK by presenting complex processes as simple and easy to follow guides. The simplicity of Jacada Agent Scripting has enabled Telefónica to create, update, and enhance agents scripts in order to improve their fix rates and reduce hand-offs to second tier support. Jacada’s automation and unified desktop solutions enable simplified call center processes, resulting in a better customer experience and higher customer retention.
Jacada solutions help organizations improve their customer experiences and reduce their operational costs. Jacada enables organizations to deliver advanced customer and agent interactions by implementing cutting‐edge mobile customer service and visual IVR solutions, agent desktops, and process optimization tools. Customers can benefit from an improved customer service experience at every touch point with the organization, whether at the call center, on the mobile, or at the retail store. Jacada projects often deploy in less than six months, and customers often realize a complete return on investment within 12 months of deployment. Founded in 1990, Jacada operates globally with offices in Atlanta, USA; London, England; Munich, Germany; and Herzliya, Israel. More information is available at www.Jacada.com.
A. Lee Judge
Marketing Programs Manager