Jacada Selected by Embratel to Provide Unified Customer Service Desktop

By Susan J. Campbell

TMCnet Contributing Editor

 

Embratel, one of the largest telecom companies in Latin America, has selected Jacada, a provider of unified desktop and process optimization solutions for customer service operations, in an effort to help the company to unify its customer service desktop to reduce call times and improve customer service.

 

Embratel’s customer service environment is complex, much like other large communications service providers. A broad set of diverse business applications are a result of business growth through mergers and acquisitions and new product offerings. Customer service representative must try and navigate through these blended systems to perform daily tasks, creating a challenging environment for customer service representatives.

 

Embratel prides itself on a tradition of customer service and thus needed to find a solution to unify the customer service desktop to simplify the operations. While conducting a thorough bid process, the key requirements sought by Embratel for the project included a quick time-to-market delivery capability, a reduction in call handle time and a thin client solution that would not require significant additional investments in desktop hardware and software.

Jacada Fusion was selected after careful review. The solution is a non-invasive process optimization product from Jacada. The proposal was submitted by the company in partnership with 3CON (Consultoria e Sistemas) in Brazil.

Eduardo Elias Mattar, from Embratel, noted that this is a very important initiative for the company as there are more than 30 business applications involved in this project. A non-invasive approach was key to making the unified customer service desktop a reality. Jacada’s contact center experience gave Embratel the confidence that it would meet or exceed its project goals.

 

Paul O’Callaghan, president of Jacada Ltd. (News - Alert), contributed that in the communication service provider market, customer service is the key to winning new customers and curtailing customer attrition.

 

O’Callaghan added that by delivering a unified customer service desktop, companies are improving the customer experience while also reducing operating costs. Jacada is proud to have Embratel join a growing list of communication service providers that have selected Jacada as their customer service platform of choice.

Embratel offers Brazilian customers many different services such as local and long distance calls, advanced voice service, high-speed data communication, Internet access, data communication using satellites and corporate networks. The company’s fiber optic network has 29 thousand kilometers of optic cables, representing around 1 million and sixty nine thousand kilometers of optic fiber.

 

Embratel’s system of blended applications would pose a challenge even to most seasoned of customer service representatives. This win for Jacada speaks volumes about their solution and a successful deployment will bode well for future growth.

 

For a company that is grounded in a history of customer service, Embratel most likely had both customers and customer service representatives frustrated with the system as customer issues often took more time to resolve. The new solution from Jacada promises to make the flow of information seamless throughout different applications to provide continuity throughout the enterprise.

Susan J. Campbell is a contributing editor for TMC and has also written for eastbiz.com. To see more of her articles, please visit Susan J. Campbell’s columnist page.