Jacada (News - Alert), Inc., a global provider of customer service technology, has entered into a agreement with a leading Medicare Advantage plan provider in Puerto Rico to providing desktop, agent scripting, and workflow enablement solutions for its call centers.
As part of the pact, Jacada's Agent Scripting and Agent Desktop solutions will provide a unique agent and member experience throughout the organization's inbound call center and back-office, while enhancing regulation compliance and consistent customer experience.
"Jacada is honored to have been selected to be the core desktop, workflow, and scripting provider," said Guy Yair, co-CEO, Jacada, in a statement. “We are happy to add this to our recent deals in the healthcare insurance space, as we help these companies address the growing demand for better service and compliance with new government regulations and policies.”
Earlier in February, Jacada announced that it has signed a material agreement with a top ten ranking US insurance group to provide real-time process guidance and automation solutions to support policy servicing and processing operations across multiple lines of business: Medicare Advantage.
Medicare Advantage is one of the nation’s largest providers of property and casualty insurance, public-sector retirement plans, and other personal and commercial insurance lines. The group’s use of Jacada’s process guidance solutions will further extend the partnership between them and Jacada beginning with their implementation of Jacada’s Workspace Customer Service Desktop solution.
Jacada solutions help ensure that critical knowledge is presented to customer service representatives at just the right time and context to ensure smooth and efficient customer interactions. In a similar fashion, back-office operations also benefit from the Jacada solution as it provides just-in-time guidance and knowledge necessary to streamline these customer supporting activities. As the insurance group continues its goal of setting the standard in providing customers with exceptional service, Jacada continues its commitment to delivering the tools and solutions that support these efforts.
Edited by Ashley Caputo