SUBSCRIBE TO TMCnet
TMCnet - World's Largest Communications and Technology Community

CHANNEL BY TOPICS


QUICK LINKS




India BPO Raises Its Game with New Call Center Solution

3rd Party Remote Call Monitoring Feature

December 21, 2015

India BPO Raises Its Game with New Call Center Solution

By Rory J. Thompson, Web Editor

A leading global provider of customer service technology has announced that its suite of contact center solutions has been chosen by one of the leading BPOs in India to enhance the customer service experience for a major European telecom company.


Jacada (News - Alert) Inc., which offers technology designed to simplify the interaction between businesses and their customers, will provide the implementation that includes includes Jacada’s workspace agent desktop, integration & automation, and agent scripting solutions.

“The solution suite was chosen to provide a unified desktop that ties together the company’s multiple desktop applications while providing agent guidance to complete the customer service technology suite,” the company – which preferred to remain unnamed – said in a statement.

The solutions are also 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, Jacada noted in a statement. These functionalities are expected to greatly reduce inbound calls to tier one helpdesk support. Robotic automation will be utilized to automate the gathering of information from back end systems while creating a single front end to the company’s agents.

"With a growing number of European telecommunications companies in our client portfolio, we are proud to be chosen by a leading BPO to be able to assist this leading telecom provider in producing better customer service and ensuring that their consumers receive consistent, high-quality service,” noted Guy Yair, Jacada’s Co-CEO.  “Through strong partnerships and solid-innovative products, Jacada continues to show impressive ROI for our customers around the globe.”

According to the company, Jacada solutions help organizations improve their customer experiences and reduce their operational costs by enabling those organizations to deliver advanced customer and agent interactions, implementing cutting-edge mobile customer service and visual IVR solutions, agent desktops, and process optimization tools.




Edited by Kyle Piscioniere
› Return to 3rd Party Remote Call Monitoring Home





Technology Marketing Corporation

2 Trap Falls Road Suite 106, Shelton, CT 06484 USA
Ph: +1-203-852-6800, 800-243-6002

General comments: [email protected].
Comments about this site: [email protected].

STAY CURRENT YOUR WAY

© 2024 Technology Marketing Corporation. All rights reserved | Privacy Policy