PSCU Partners with Jacada to Provide Contact Center Technology Solutions

Jacada announced it has signed a material deal with PSCU. Jacada will provide a comprehensive unified agent desktop, desktop automation and agent guidance solution in support of PSCU’s nearly 900 Owner credit unions. The project, which includes a suite of Assisted Service contact centre solutions from Jacada, will be utilized by hundreds of contact centre agents in four PSCU locations across the country.

After a thorough analysis of its customer service technology needs and a comprehensive review of other leading solutions currently available in the market, PSCU found Jacada’s overall offering to be the best fit. The CUSO chose to partner with Jacada following a competitive RFP review process.

“We constantly look for ways to increase the value we provide to our Owners. Jacada’s offerings will allow us to improve and automate member service operations while optimizing interactions between customer service agents and credit union members,” says Gary Scalise, Call Center SVP for PSCU. “The deal with Jacada furthers our commitment to service excellence, as we continue to make enhancements in productivity to create a better member experience.”

The specific Jacada solutions that will be utilized by PSCU include:

  • Jacada Desktop Automation – Utilizing Jacada’s deep integration and automation experience, this implementation automates agents’ repeated tasks to reduce handling time and improve the customer experience.
  • Jacada Agent Guidance – Guiding the customer service agent through an optimized interaction with the customer reduces training time and error rate and ensures regulation compliance.
  • Jacada Unified Desktop – This contact center unified desktop solution streamlines agents’ interactions with a large number of mission-critical applications, reduces agent training time, and provides an improved agent and customer experience.

“PSCU’s services and solutions are built to help credit unions grow and provide an unparalleled member experience, while Jacada’s solutions are built to provide the most optimized and efficient contact centre interactions,” says Yochai Rozenblat, CEO of Jacada. “We look forward to assisting PSCU in elevating its already superb service to even higher levels by providing the company with solid contact centre technology solutions.”