A full-service broadband telecommunications and video service provider, Cox Communications was among the first cable operators to enter the telephony market and begin offering consumers a bundle of video, Internet and telephony services on one bill. With an intense focus on excellence in customer service and enhancing employee satisfaction, Cox Communications' selection of Jacada Fusion Agent Portal is a key part of an enterprise initiative designed to maximize the customer service representative's (CSR) work experience by providing a simplified desktop.
Jacada Fusion Agent Portal boosts agent satisfaction and productivity by simplifying the desktop environment and providing advanced tools that automate cumbersome processes. By improving agent satisfaction and performance, Jacada Fusion Agent Portal subsequently improves customer experience and customer retention. Jacada Fusion Agent Portal is powered by the Jacada Fusion non-invasive integration platform that works with existing business applications to automate processes and improve workflows, without requiring any change to existing applications.
"Our key goals for this project focus on satisfaction levels among our CSRs," said Keith Lindsay, Director, Customer Care Application Development, at Cox Communications. "By delivering an intuitive, customizable desktop environment, our CSRs will have the resources they need to deliver superior customer service to our customers."
Jacada Fusion Agent Portal provides advanced tools that simplify tasks for the CSR, reduce new hire training time, reduce keystroke errors, automate workflows and automate redundant processes. A dynamic scripting environment provides guided navigation for agents, and 'in-call intelligence' helps automate tasks such as call disposition and call wrap-up.
"Ultimately, Jacada Fusion Agent Portal will assist us in streamlining many of our contact center processes," states Lindsay. The open, standards-based architecture, together with the fact that the Jacada Fusion platform can work with any of Cox's existing applications, non-invasively were key to the selection of the Jacada Fusion platform.
"Companies like Cox Communications recognize the critical link between agent satisfaction, and the satisfaction level of their customers," said David Holmes, Jacada executive vice president. "We are excited that Jacada Fusion Agent Portal is being received so favorably by some of the leading customer service organizations in the industry."
Jacada solutions help customers rapidly simplify and improve high-value business processes while eliminating the traditional long and expensive systems replacement projects. Jacada Fusion is an award-winning agent productivity solution containing patented technology that enables organizations to reduce customer churn as well as increase revenues by providing more time for customer care and revenue-generating activities. Jacada Fusion Agent Portal delivers a simplified interaction to dramatically improve the efficiency of the agent and the experience of the customer.
By significantly reducing call handle times and training costs, Jacada Fusion solutions deliver hard ROI, with payback achieved in months. Jacada solutions are deployed in hundreds of contact centers 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 organizations. Founded
in 1990, Jacada operates globally with offices in
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