ATLANTA--(BUSINESS WIRE)--Jacada, Inc., a leading global provider of customer service technology designed to simplify the interaction between businesses and their customers, today announced that a leading communications services provider in South Africa will be expanding its use of Jacada’s agent desktop customer support solutions within its contact center operations. The expansion will result in over 2,000 seats of Jacada’s Workspace Agent Desktop, Integration & Automation, and award winning Agent Scripting solutions that today provide a unified desktop tying 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 expansion will scale up the telecom’s use of robotic automation technology that gathers information from back end systems while creating a single front end to the company’s agents.
"Jacada is a proven technology provider for several of the world’s largest telecommunications companies,” states Guy Yair, Jacada Co-Chief Executive Officer. “As our existing customers, such as this, increase their use of Jacada solutions, it is a testament to our ability to deliver solid, cutting edge solutions that give our customers the ROI that they expect.”
Jacada solutions help organizations improve their customer experiences and reduce their operational costs. Jacada enables organizations to deliver advanced customer and agent interactions by implementing cutting‐edge mobile customer service and visual IVR solutions, agent desktops, and process optimization tools. Customers can benefit from an improved customer service experience at every touch point with the organization, whether at the call center, on the mobile, or at the retail store. Jacada projects often deploy in less than six months, and customers often realize a complete return on investment within 12 months of deployment. Founded in 1990, Jacada operates globally with offices in Atlanta, USA; London, England; Munich, Germany; and Herzliya, Israel. More information is available at www.Jacada.com.