Telefonica O2 selects Jacada Agent Scripting product suite

Jacada, a provider of customer service experience
management and process optimization solutions for contact centers, announced
that Telefonica O2 UK has selected Jacada Agent Scripting (JAS) Product Suite
to enable its Gurus support team to deliver superior customer service.

Telefonica O2’s Gurus business is described internally as
the home of all things technical for Telefonica O2,” and thus covers a wide
variety of products and services that may require support. A key part of Telefonica O2’s business objectives relies on its ability to sustain its market
differentiation by offering a superior service in both its product and customer

For all of these reasons, Telefonic O2 looked to Jacada to help
support these important initiatives, since Jacada was already a trusted IT

Telefonica O2’s advisors had been using a sophisticated
knowledge-based tool to diagnose any problems that customers were experiencing
with their home broadband.

Telefonica O2 wanted a greater level of control and
flexibility in defining and managing its customer interactions from within the
actual operation, as well as the ability to respond rapidly to changing
business needs by tweaking” the way in which its advisors were interacting
with customers at any given time.

Having already used Jacada’s unified desktop solution
extensively across the sales and service organization as its strategic advisor
desktop, Telefonica O2 decided to trial Jacada Agent Scripting (JAS) Product Suite as a way of addressing
these issues for its Gurus support team.

JAS, as part of the Jacada solution, makes it possible to
bring a dynamic element to customer interactions, based on real-time customer
information, in order to ensure that each call could be handled exactly as
intended by the business.

One of the main benefits of JAS is that it has transformed
a technical procedure into something that can be handled easily by the wider
advisor community,” said Mark Frowde, head of Gurus Incubation and Innovation
at Telefonica O2.

We’ve seen a significant reduction in Average Handling
Time. JAS is great at presenting complex processes as a simple and easy to
follow guide. There are a number of knowledge management solutions out there,
but the fact that JAS is so simple to create, update and enhance makes it
different. JAS has helped us improve our fix rates and also really helps to
reduce hand-offs,” Frowde added.

We provide a great deal of training for our employees,
but only need to allow 1.5 hours for JAS, since the product is so intuitive and
easy to use. As a result, we were able to reduce our overall staff training
times down from five weeks to just three,” said Julia Murphy, continuous
improvement manager at Telefonica O2.

Jacada recently announced that is has expanded
its relationship with Kabel Deutschland. Revenues from this material agreement
will be recognized over current and future quarters.

Kabel Deutschland, the leading cable network operator and
Triple Play provider in Germany, serves up to nine million households in 13
German federal states. The company offers digital program packages,
pay-per-view services, broadband Internet access and telephony via TV cable,
making Kabel Deutschland Germany’s biggest provider of Triple Play services.

By Team
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