Jacada, an Israel-based provider of unified desktop and process optimization solutions for customer service operations, has signed a material agreement with Kabel Deutschland, a Germany-based cable network operator and triple play provider.
According to Jacada, its solution will increase the efficiency and effectiveness of the sales and customer service center. Currently, the 1000 agents in the center must navigate several business systems in order to complete customer calls. The Jacada unified service desktop will bridge together those existing systems and automating call processes.
Further, the Jacada solution will automate priority call processes in order to enable the customer service agents to up-sell and cross-sell other triple play services, such as telephony and broadband internet services, to existing cable customers.
Andreas Demel, chief information officer for Kabel Deutschland, said: We want every contact to be a positive experience for our customers, as we are in a very competitive industry and we understand our customers have choices. The Jacada unified desktop will not only enable us to deliver a stellar customer experience but will also help us to improve our productivity and reduce the cost of our operations.