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Jacada Signs Up Capita for CSR Technology Upgrade
TMCnet Contributing Editor
Jacada Ltd. (News - Alert), a vendor of desktop and process optimization products for customer service operations, has announced that two of Capita's regional business centers have selected Jacada WorkSpace, a unified customer service desktop, for customer service operations.
Capita, a British vendor of integrated professional support services, wanted to improve the efficiency and effectiveness of its contact center operations. Specifically, it wanted its customer service representatives (CSRs) to better serve customers, bridging together all desktop applications and tools they use for greater accessibility and simplified processes. Capita wanted Jacada WorkSpace to create a central interaction point for the CSR.
Mike Minahan, Customer Services Director for Capita, said they wanted the new technology to "provide our CSRs a central point of activity for more expedient call handling, and to streamline many of the complex processes that are presently performed in numerous disparate applications."
Last month Jacada announced the formation of its Executive Advisory Board, a panel of experts and industry people focused on today’s contact center and customer service operations.
The Jacada Executive Advisory Board was created to assemble voices from a variety of vertical industries to share industry insights and strategic initiatives that are shaping operations across the globe. Board members serve a one-year term and meet twice annually for discussions hosted and moderated by Jacada executives.
The 2006 Jacada Executive Advisory Board is composed of executives from Affiliated Computer Services (News - Alert), Inc.; Alliance Data; Datapoint UK; The Hartford Financial Services Group, Inc.; RCI Global Vacation Network; Purdue University; Qwest (News - Alert) Communications; and West Corporation.
In May Jacada announced the appointment of Paul O'Callaghan as President of Jacada, Ltd., to head its North American, Latin American and European operations. O'Callaghan will report directly to Gideon Hollander, CEO for Jacada.
Prior to joining Jacada, O'Callaghan served as Senior Vice President, Global Sales and Services at Optio Software (News - Alert). O'Callaghan has held senior sales and marketing positions in industry leading organizations such as Cisco Systems.
Jacada’s WorkSpace product was positioned by Gartner (News - Alert), Inc. in its CRM Customer Service Contact Center, 2006 Magic Quadrant report
David Sims is contributing editor for TMCnet. For more articles please visit David Sims’ columnist page.
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