Jacada Solutions assists 4 telecom operators to reduce contact center cost

Four of the world’s telecommunications companies have
selected Jacada, a 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.

These companies 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.

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 Telefonica 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,” Black added.

Jacada WorkSpace enables these telecommunications
companies to experience a significant return on their investment, including:

  • Reduced operational cost of nearly $8 million


  • 10 percent, 12 percent, and 30 percent reductions in
    average handling times


  • A 30 percent reduction in training time


  • A 30 percent 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

By Telecomlead.com Team
[email protected]