+44 (0) 207 993 8211
Take Advantage of these Great Features!
Profiled Lists
Buddy profile lists 
Email Distribution
RSS feed 
Twitter feed 
SEM feed 
SMM Influencers 
No text limits 
Logo included 
No charge for Links 
Online Clippings Service
Translations, Multiregion
Jacada Announces that Cox Communications has Selected Jacada Fusion Agent Portal
- Company signs enterprise agreement to
deploy agent productivity solution across contact centers
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."
About Jacada
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
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 statements include all statements that are not statements of
historical fact and consists of those regarding intent, belief or current
expectations of the Company, its directors or its officers with respect to,
among other things: (i) the Company's financing plans; (ii) trends affecting
the Company's financial condition or results of operations; and (iii) the
Company's growth strategy and operating strategy (including the development of
its products and services). The words "may," "could,"
"would," "will," "believe," "anticipate,"
"estimate," "expect," "intend," "plan,"
and similar expressions or variations thereof are intended to identify
forward-looking statements. Investors are cautioned that any such
forward-looking statements are not guarantees of the future performance and
involve risks and uncertainties, many of which are beyond the Company's ability
to control. Actual results may differ materially from those projected in the
forward-looking statements as a result of various factors including the
performance and continued acceptance of our products, general economic
conditions and other Risk Factors specifically identified in our reports filed
with the Securities and Exchange Commission. The Company undertakes no
obligation to update or revise any forward-looking statement for events or
circumstances after the date on which such statement is made. The Company
cannot assess the impact of or the extent to which any single factor or risk,
or combination of them, may cause. For a more complete discussion of risk
factors, please see the Company's Form 20-F and other Statements filed with the
Securities and Exchange Commission.
Jacada is a trademark of Jacada Ltd. All
other brands or product names are trademarks of their respective owners.
For more information please visit www.jacada.com
or contact:
PR for Jacada
Tel: 01780 721433
E-mail: dburford@iba-europe.com
Issuers of news releases, not Targetwire, are solely responsible for the accuracy of the content.