The public utility sought a solution that would reduce agent desktop complexity and optimize key customer service processes in their contact centers. The company selected Jacada unified service desktop and process optimization solutions to provide a consistent and simplified presentation of key information for critical call processes in order to reduce agent training time, increase agent productivity, and improve overall customer service.
"Four major utility providers have recently partnered with Jacada because we are uniquely positioned to help them address issues associated with regulatory compliance, adherence to procedures and best practices, and improving customer satisfaction," said Paul O'Callaghan, president of Jacada. "This is particularly exciting as Jacada sees our early successes within the telecommunications industry being duplicated in an increasingly diverse and expanding set of additional vertical markets including retail, financial and entertainment. As our market continues to grow, and as companies realize the strategic and significant advantage of a unified service desktop, we are experiencing a corresponding increase in the number of material contracts in our pipeline."
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 has more than 1200 customers and operates globally with offices in Atlanta, Georgia; Herzliya, Israel; London, England and Munich, Germany. Jacada can be reached at Jacada.
More than ever, there is a demand for IT to deliver innovation. Your IBM i has been an essential part of your business operations for years. However, your organization may struggle to maintain the current system and implement new projects. The thousands of customers we've worked with and surveyed state that expectations regarding the digital footprint and vision of the company are not aligned with the current IT environment.
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Forms of ransomware has been around for over 30 years, and with more and more organizations suffering attacks each year, it continues to endure. What has made ransomware such a durable threat and what is the best way to combat it? In order to prevent ransomware, organizations must first understand how it works.
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