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