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.
Business users want new applications now. Market and regulatory pressures require faster application updates and delivery into production. Your IBM i developers may be approaching retirement, and you see no sure way to fill their positions with experienced developers. In addition, you may be caught between maintaining your existing applications and the uncertainty of moving to something new.
IT managers hoping to find new IBM i talent are discovering that the pool of experienced RPG programmers and operators or administrators with intimate knowledge of the operating system and the applications that run on it is small. This begs the question: How will you manage the platform that supports such a big part of your business? This guide offers strategies and software suggestions to help you plan IT staffing and resources and smooth the transition after your AS/400 talent retires. Read on to learn:
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