Harrah's Relies on Jacada to Help Drive Customer Service

By Susan J. Campbell

TMCnet Contributing Editor

 

Jacada Ltd. (News - Alert), a provider of unified desktop and process optimization solutions for customer service operations, has announced that it has entered into a material agreement with Harrah’s Operating Company, Inc. The company expects that revenue from the contract will be recognized in future quarters.



In order to drive customer loyalty as well as gain and maintain a competitive advantage, casino-entertainment resort providers rely heavily on superior customer service. Harrah’s searched for solutions to further simplify and automate the customer service desktop for their customer service agents in the contact center in order to build on a history of excellent customer service.

After the company completed significant due diligence, which included head-to-head pilots involving competing solution providers, Jacada was selected to implement a unified service desktop to simplify and automate the operations within Harrah’s contact centers.

"Jacada is proud to partner with a company that represents one of the world's most recognizable brands," stated Paul O'Callaghan, president of Jacada, in a Thursday statement

With the Jacada unified service desktop, Harrah’s customer service agents will be equipped to provide customers with an enhanced service experience by providing a more comprehensive and timely view of available properties and services.

The Jacada solution is designed to deliver a non-invasive application integration capability that will enable the new unified service desktop to be delivered without having to modify or replace any of the existing business systems.

"Consumer driven organizations and industries across a wide business spectrum are rapidly realizing that simplifying the interaction between its customer service agents and its clients, not only improves customer satisfaction and loyalty, but opens the door to dramatically increased profitability and market share," said Joe Horne, vice president of Americas sales for Jacada, in Thursday’s statement.

"Harrah's is wisely making the reservations process easier for both agents and customers, which will continue to enhance customer loyalty by reducing call time and improving the success rate of up-sell and cross-sell programs."

 

Customer service deliverables have increased in importance for organizations across various industries as tight competitive landscapes have made it difficult for organizations to differentiate themselves. Consumers have high expectations of the service they expect and as a result, they will take their business to the company that can deliver the best experience, even if it is more expensive.

Harrah’s understands the value to be gained from a customer-centric focus and is relying on Jacada to help drive such a strategy. The fact that Jacada provides the solution Harrah’s needs without the need to change internal structures, makes Jacada a strong choice.

 

Susan J. Campbell is a contributing editor for TMC (News - Alert) and has also written for eastbiz.com. To see more of her articles, please visit Susan J. Campbell’s columnist page.