ATLANTA – September 19, 2005 - Jacada Ltd. (Company
Profile, Past
Stories, Case
Studies) (Nasdaq: JCDA), a leader in contact center productivity solutions, today announced that West Corporation, the nation's premier provider of outsourced communication solutions, has implemented Jacada Fusion Agent Portal.
West Corporation provides outsourced communications solutions for Fortune 1000 companies. West employs 27,000 people located in North America, Europe and Asia, and processes more than 20 billion minutes of telephony-related transactions annually. West's customers represent a wide range of industries including telecommunications, financial services, healthcare, pharmaceutical, insurance, utility, consumer goods, and e-commerce.
Jacada Fusion Agent Portal boosts agent satisfaction and productivity by simplifying the desktop environment and providing advanced tools that automate cumbersome processes. By improving agent satisfaction and performance, Jacada Fusion Agent Portal subsequently improves customer experience and customer retention. Jacada Fusion Agent Portal is powered by the Jacada Fusion non-invasive integration platform that works with existing business applications to automate processes and improve workflows, without requiring any change to existing applications. Jacada Fusion Agent Portal provides advanced tools that simplify tasks for the customer service representative (CSR), including a dynamic scripting environment that provides guided navigation for agents.
"Jacada Fusion Agent Portal helps us ensure consistent call flow and call quality, especially for new agents," said Wynn Obermeyer, vice president of information systems. "Given our success with Jacada Fusion, it was a logical next step for us to adopt Jacada Fusion Agent Portal as our new desktop workspace standard."
As an existing Jacada customer, West has been using the Jacada Fusion non-invasive integration platform for integrating West applications with various client applications, resulting in more streamlined processes and improvements in average handle time and overall customer experience.
“It is extremely exciting to have West as an early adopter of Jacada Fusion Agent Portal,” said David Holmes, Jacada executive vice president. “Their expertise in managing a wide variety of business processes for a variety of industries will help ensure that Jacada Fusion Agent Portal is designed to meet the demands for a broad market.”
About West Corporation
West Corporation is a leading provider of outsourced communication solutions to many of the world's largest companies. The company helps its clients communicate effectively, maximize the value of their customer relationships and drive greater revenue from each transaction. West's integrated suite of customized solutions includes customer acquisition, customer care and retention services, interactive voice response services, and conferencing and accounts receivable management services.
Founded in 1986 and headquartered in Omaha, Nebraska, West has a team of approximately 27,000 employees based in North America, Europe and Asia.
For more information, please visit http://www.west.com.
About Jacada
Jacada solutions help customers rapidly simplify and improve high-value business processes while eliminating the traditional long and expensive systems replacement projects. Jacada Fusion is an award-winning agent productivity solution containing patented technology that enables organizations to reduce customer churn as well as increase revenues by providing more time for customer care and revenue-generating activities. Jacada Fusion Agent Portal delivers a simplified interaction to dramatically improve the efficiency of the agent and the experience of the customer.
By significantly reducing call handle times and training costs, Jacada Fusion solutions deliver hard ROI, with payback achieved in months. Jacada solutions are deployed in hundreds of contact centers worldwide, and to millions of users through self-service applications designed to off-load contact center activity.
Jacada has over 1200 customers worldwide including many Fortune 1000 corporations and government organizations. Founded in 1990, Jacada operates globally with offices in Atlanta, Georgia; Herzliya, Israel; and London, England. Jacada can be reached at www.jacada.com or at 1-800-773-9574.
email this article