Go BackUSA: Jacada signs material contract with new telecommunications customer in North America
Jacada Ltd a leading provider of unified desktop and process optimization solutions for customer service operations announced that it has entered into a material agreement with a new customer, a large telecommunications provider headquartered in the United States.
The majority of the revenue from the agreement, which was contracted through a Jacada global systems integrator partner, will be recognized in the current quarter.
The telecommunications company provides broadband services to customers in more than 15 states within the United States. The company's support contact center services customers who need help with their DSL, satellite television, long distance phone, or high-speed Internet service.
By integrating the multiple disparate applications that the customer service representatives must access on each call, and by optimizing and automating key call processes, the Jacada unified desktop will help the company improve customer service and retention, and reduce the overall cost of operations through improved efficiency.
"The pressure on telecommunications providers to improve customer service has never been greater," said Sheryl Kingstone, director for customer centric strategies at the Yankee Group, a leading communications research and consulting firm. "As their offerings are increasingly commoditized, the one remaining differentiator is customer service and these companies' call centers are often plagued with a mass of aging, complicated and inflexible information systems. A unified service desktop solution is a powerful weapon for dramatically and rapidly improving customer service without requiring a rewrite or replacement of existing systems. It's not surprising that Jacada appears to be gaining significant traction in this market."
"We've seen time and time again, the devastating effects that a complex desktop with multiple non-integrated applications can have on customer service," said Joe Horne, senior vice president, Americas sales operations for Jacada. "It's even more accentuated in a highly volatile and commoditized market like telecommunications, an industry where a clear link between the quality of customer experience and companies' financial performance has been so visibly established. Customers who call a telecommunications provider's contact center want their issue handled quickly and efficiently. They don't want to be placed on hold or have to call multiple times to resolve the same issue. Jacada is excited to build yet another partnership with a major communications provider, adding to our recent string of similar announcements within the global telecommunications community."
About Jacada
Jacada is a leading global provider of unified service desktop and process optimization solutions that simplify and automate customer service processes. By bridging disconnected systems into a single, intelligent workspace, Jacada solutions create greater operational efficiency and increase agent and customer satisfaction. Founded in 1990, Jacada operates globally with offices in Atlanta, Georgia; Herzliya, Israel; London, England; and Munich, Germany.
Jacada can be reached at www.jacada.com.
Date - 05/08/2008
