PRESS RELEASE: Jacada announced that it has entered into a material contract with a leading communications services provider in South Africa, to deliver an Agent Desktop Customer Support solution for its contact center operations. The Jacada implementation will include Jacada’s Workspace Agent Desktop, Integration & Automation, and award winning Agent Scripting solutions to provide a unified desktop that ties together the company’s multiple desktop applications while providing agent guidance to complete the customer service technology suite.
The Jacada solutions are being utilized to achieve efficiencies in customer service through reduced call times, improved customer experience, shortened agent training time, and increased management visibility into where agent problems or bottlenecks may occur. The implementation will also automate the gathering of information from back end systems while creating a single front end to the company’s agents.
“Working with some of the world’s largest telecommunications companies, we are proud to be able to assist this leading provider in providing better customer service and ensuring that their consumers receive consistent, high quality service,” states Guy Yair, Jacada Co-Chief Executive Officer. “Jacada solutions are well proven in this space to save money while driving operational efficiencies.”