Comtrust and Jacada
Jacada, a leading global provider of solutions that optimize customer service center operations, has partnered with a technology partner – Comtrust, and together they will bring Jacada’s innovative solutions to the Polish market and integrate them with SAP Contact Center – SAP Business Communications Management.
“Jacadas’ products complement our existing offer, which now fully meets the needs of the contact center market – says Piotr Pytlakowski, President Comtrust. As the SAP partner, we offer one of the leading contact center solutions – SAP Business Communications Management and recently we have started to offer Collabs’ solutions as video – BOK and Workforce Management. Now, our portfolio expends with solutions for smartphones and desktop unifying agent. Integrating all of these systems with SAP, we gain a powerful, comprehensive and unique tool for customer service, which we will offer both in Poland and abroad. “
The first of the new products is Jacada Mobile Agent (JMA). It introduces a visual IVR which allows customers to avoid the unpleasant IVR experience. The customer helps himself by interacting with the inbuilt system directly from mobile device. Customers can solve their queries faster, inbound call volumes are reduced and satisfaction levels are increased. JMA provides organizations with flexible and rich functional self-service applications targeted to users of smartphones and mobile devices. This new and very fast growing channel is currently helping customers to solve their common problems that they usually used to do in the contact center. JMA enables customers to seamless transfer to the call center agent when needed, without the necessity to repeat their information again. The transfer of cases and contacts to self-service helpline reduces service time (AHT), and at the same time increases the customer satisfaction. JMA provides organizations with an agile platform to design customer interactions allowing organizations to keep up with the dynamic market pace and organizational changes. In addition, JMA interactions can be easily duplicated do other channels such as the Web, voice, chat and social media. This enables organizations to provide their customers with a consistent experience, regardless of the channel he chooses to start or finish his interactions in.
The second solution available in Comtrust offer is Jacada Unified Agent Desktop. It gathers information from various systems running customers service and shows it on an one screen. This is a great option for companies that have different, heterogeneous systems – thanks to the new solution, they avoid the necessity of software modifications or much more expensive replacement. Unified Agent Desktop allows easy integration of many separate solutions, and design the workflow between them. Manual processes can be easily automated for greater efficiency and the agent benefits from a 360 degree view of the customer for faster problem solving and shorter call duration. Companies, using the Jacada Agent Desktop solution, obtain simple automation of complex business processes, improve the customer satisfaction and its loyalty, reduce operating costs, and monitor compliance with the rules and procedures by the agents.
“Poland is a strategic market for us because of the very rapid development of advanced IT solutions, which opens the way for us to expand into Eastern Europe. That’s why we decided to open our representative there. The key issue for us was the acquisition of a strategic partner, which in addition to knowledge of the call center market will have knowledge of the implementation and integration of heterogeneous systems frequently. That’s why we decided to work with Comtrust, that has a significant implementation and integration experience – says Frank Pfeiffer, Director Sales Central & East Europe Jacada. “
Founded in 1990, Jacada is now a global company that fulfills orders through offices in the Americas, Europe, ASIA and the Middle East. The company offers products and services focused on solving the two major problems faced by companies working with customers – customer retention and cost reduction.
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