Avaya GlobalConnect (AGCL) provides end-to-end solutions to
contact centre customers to help enhance their business performance. AGCL is a
best-of-breed solutions provider and maintains alliances with key partners
including Nice Systems, IEX, and SYMON, to address the performance optimisation
needs of contact centres. In continuation of this strategy, AGCL has forged an
alliance with Jacada, a leading provider of agent productivity solutions, to
address the key business need of improving business processes and reducing
application complexity for the contact centre agent, which results in improving
the customer experience.
"It has been our experience that the complexity of the
agent's desktop is one of the major limiting factors to improving the customer
experience," states Mr. Ajit Thatte vice president, marketing and
strategic alliances for AGCL. "By facilitating closer integration of
diverse enterprise applications, Jacada Fusion can significantly simplify the
agent desktop which leads to substantial cost savings. Most importantly it
enables the agent to focus on the customer interaction while providing better
access to important data which ultimately results in better customer
satisfaction."
Jacada Fusion is an award winning agent productivity
solution that delivers a simplified desktop interaction to dramatically improve
the efficiency of the agent and the experience of the customer. Jacada Fusion
contains patented technology that enables organisations to simplify the agent's
interaction with business applications on their desktop without rewriting or
replacing any of the existing systems.
"Jacada is extremely excited to partner with such a
dominant contact centre solutions provider like Avaya GlobalConnect," said
Ofer Yourvexel, senior vice president of international sales for Jacada.
"This alliance is further proof as to the value and importance of desktop
optimisation solutions like Jacada Fusion. By partnering with Avaya
GlobalConnect, we are now in an excellent position to provide these solutions
to the important contact centre market in
About Avaya
Avaya GlobalConnect is
Jacada software solutions help customers rapidly simplify
and improve high-value business processes while eliminating the need for long
and expensive systems replacement projects. Jacada Fusion is an award-winning
agent productivity solution containing patented technology that enables contact
centres to reduce customer churn and increase revenues by providing more time
for customer care and revenue-generating activities. Jacada Fusion Agent Portal
is a web-based, thin-client workspace that incorporates all critical functions
required by the contact centre agent to successfully complete customer
interactions.
By significantly reducing call handle times, training costs
and error rates, Jacada Fusion solutions deliver a rapid, easily measured
return on investment, with payback typically achieved in weeks or months.
Jacada solutions are deployed in hundreds of contact centres worldwide, and to
millions of users through self-service applications designed to off-load contact
center activity.
Jacada has over 1200 customers worldwide including many
Fortune 1000 corporations and government organisations. Founded in 1990, Jacada
operates globally with offices in
This press release contains "forward-looking
statements" within the meaning of the Private Securities Litigation Reform
Act of 1995, such as statements relating to future financial results and plans
for future business development activities, and are prospective. These
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product names are trademarks of their respective owners.
For more information please visit www.jacada.com or contact:
Duncan Burford
PR for Jacada
Tel: 01780 721433
E-mail: dburford@iba-europe.com
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