These awards recognize Jacada for its innovative customer service technology solutions. Jacada’s solutions, which include mobile service, desktop interfaces, and agent scripting technologies, simplify the way contact center agents interact with their customers. Its solutions simplify and unify complex customer service siloes to ensure each interaction is consistent and increases satisfaction. In a matter of months, Jacada customers typically experience a 10-25 percent reduction in average handle time and a 20-50 percent reduction in agent training time.
“As technology advancement continues to impact how companies interact with their customers, delivering consistent customer service experiences remains a challenge. However, we believe our comprehensive set of solutions, as demonstrated by these awards, solve this issue,” said Gideon Hollander, CEO for Jacada. “This is an exciting time for Jacada as these technology innovation awards come within a week of us launching our new mobile customer service product, which together with our existing solutions, will continue to elevate our customers’ ability to deliver great customer service.”
The Call Center Excellence Awards honor, recognize, and promote the most innovative call center organizations and solutions. An advisory panel of judges, composed of industry leaders, reviewed entries in nine categories to evaluate each company's expertise in delivering superior customer experiences.
For the second time, Jacada has received a Global Telecom Business Innovation Award for its collaboration with Telefonica O2 UK. The prestigious award recognizes innovative projects involving telecoms operators and service providers from around the world. Through Jacada Agent Scripting, O2 has been able to significantly impact the quality and speed of its technical support experts when assisting customers. Additionally, Jacada Agent Scripting helped O2 to reduce call handling time by 40 seconds per call, reduce false escalating by 50 percent, as well as cut training time for its support experts from five to three weeks.