Jacada Ltd., a provider of customer experience management, on Tuesday said four leading telecommunications companies have selected it to simplify agent tasks, cut down on training time for new hires, reduce keystroke errors and automate workflows and redundant processes in their contact centers.
The telecommunications companies that deployed Jacada's Workspace Agent Desktop collectively service 41.2 million customers around the world, Jacada said.
"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," noted Cheryl Black, customer service director for Telefonica O2 UK, in a statement. "We handle 45 million calls a year and that soon adds up to a lot of time and money."
Black added that Telefonica O2 UK has introduced the Jacada unified desktop in all its contact centers.
Atlanta-based Jacada said its four customers achieved several tangible benefits, including reductions in operational costs, average handling times, training time and call backs. Customers also saw an improvement in agent satisfaction and performance and better customer satisfaction ratings, according to the company.
Jacada has released a case study that examines the implementation of its Workspace unified desktop solution within the contact centers of the four operators. One operator is based in Germany and another is located in the U.S. while the final operator is based in Poland. Only one customer – Telefonica O2 – is more specifically identified.
