Jacada Ltd., a leading provider of unified desktop and process optimization solutions for customer service operations, today announced that it has entered into a material agreement with a new customer, a global retailer headquartered in the United States. Revenue from the contract will be recognised across several quarters, including the current quarter.
Jacada will deliver an integral part of this organisation's strategy to improve customer satisfaction and customer experience by unifying the agent desktop and automating key call processes in the contact center that supports online sales. A primary objective of the project is to improve the tools available to the customer service agents by streamlining the current complex order-taking process so as to increase agent satisfaction and better equip the agents to focus on revenue generating activities such as up selling and cross-selling of additional products and services.
"Improving customer service is a top priority for companies across many industries, as they seek greater brand awareness, higher customer satisfaction and increased revenue," said Paul O'Callaghan, chief executive officer of Jacada. "The value of the Jacada unified desktop is being validated time and time again by leading companies in industries that now include telecommunications, utilities, hospitality, insurance and retail. For retailers, customer service agents need to provide an experience that is just as rewarding as the experience the customer would have in the retail location or with the company's website. Whether customers are calling to place orders, check on order statuses or discuss return options, customer service agents are better able to effectively and efficiently meet customer needs with a unified desktop solution that lets them focus on the customer, not on systems,applications and processes."