Jacada Extends Agreement with Telefónica UK for Enterprise Solutions Delivery

  Jacada Extends Agreement with Telefónica UK for Enterprise Solutions

Jacada’s unified desktop, agent scripting, and process optimization solutions
continue to support Telefónica O2 UK customer service and sales initiatives

Business Wire

ATLANTA -- May 08, 2013

Jacada, Inc., a leading global provider of customer service technology
designed to simplify the interaction between businesses and their customers,
today announced that it has extended its relationship with Telefónica UK by
signing a services agreement to continue provision of Jacada unified desktop,
agent scripting, and process optimization solutions.

The partnership between the companies originally started in 2007 when Jacada
streamlined and automated critical call processes within the UK Pay and Go
division. In 2008, Telefónica UK signed an enterprise license agreement with
Jacada allowing them to standardize the Jacada unified desktop solution
throughout the company’s UK customer service operations. In 2011, Telefónica
UK chose the Jacada Agent Scripting (JAS) Product Suite to enable its Gurus
support team to deliver superior customer service.

“Our continued relationship with Telefónica UK is a strong indicator of both
Telefónica’s commitment to providing unprecedented customer service and to
Jacada’s dedication to providing the best and most innovative customer service
technologies and solutions,” said Guy Yair, co-chief executive officer of
Jacada. “The decision by Telefónica UK to continue our successful relationship
is validation that Jacada’s solutions enable companies to provide better
customer service, increase customer retention, and lower operating costs at
the same time.”

Jacada Agent Scripting has significantly reduced the average handling time at
Telefónica UK by presenting complex processes as simple and easy to follow
guides. The simplicity of Jacada Agent Scripting has enabled Telefónica to
create, update, and enhance agents scripts in order to improve their fix rates
and reduce hand-offs to second tier support. Jacada’s  automation and unified
desktop solutions enable simplified call center processes, resulting in a
better customer experience and higher customer retention.

About Jacada

Jacada solutions help organizations improve their customer experiences and
reduce their operational costs. Jacada enables organizations to deliver
advanced customer and agent interactions by implementing cutting‐edge mobile
customer service and visual IVR solutions, agent desktops, and process
optimization tools. Customers can benefit from an improved customer service
experience at every touch point with the organization, whether at the call
center, on the mobile, or at the retail store. Jacada projects often deploy in
less than six months, and customers often realize a complete return on
investment within 12 months of deployment. Founded in 1990, Jacada operates
globally with offices in Atlanta, USA; London, England; Munich, Germany; and
Herzliya, Israel. More information is available at www.Jacada.com.


Jacada, Inc.
A. Lee Judge, 770-776-2326
Marketing Programs Manager
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