Jacada to Bring Unified Desktop to Unidentified Large Telecom Co.

Jacada (News - Alert) Ltd., a provider of unified desktop and process optimization solutions for customer service operations, says it’s signed a material services agreement with a large telecommunications provider.

 

Revenue from this contract will be recognized in future quarters, according to company officials, who provided no specific information.

 

The telecommunications provider originally partnered with Jacada to streamline and automate customer service processes in order to improve customer service and reduce the cost of operations.

 

The customer, pleased with successful delivery of initial phases of the unified desktop project and the resulting benefits, extended the engagement with Jacada to optimize and automate additional key call processes in its own customer service operations.

 

Jacada defines itself as a “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.

 

Jacada has been busy. Last month, the company announced that it signed a material agreement with a new customer, Kabel Deutschland GmbH.

 

Kabel Deutschland, a cable network operator and Triple Play (News - Alert) provider in Germany, serves up to nine million households in 13 German federal states. The company offers digital program packages, pay-per-view services, broadband Internet access and telephony via TV cable, making Kabel Deutschland Germany’s biggest provider of Triple Play services.

 

The company selected the Jacada solution to bolster sales and customer service.

 

Currently, the 1,000 agents in the company’s center must navigate several very cumbersome, business systems in order to complete customer calls.

 

The Jacada unified service desktop will bridge together those existing systems, simplifying and automating key call processes, effectively extending the life of these systems and allowing the company to avoid costly replacements.