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Jacada Wins Spanish Contact Center Contract
TMCnet Contributing Editor
Jacada Ltd., a vendor of application integration and contact center products, has announced a contract with GISS, the IT Department for the Social Security of the Spanish Ministry of Labor.
GISS will be using Jacada HostFuse (formerly Jacada Integrator) to improve and simplify processes supported by GISS applications. The project will help Social Security employees to access all of the ministry’s resources and applications and automate cumbersome service and administration processes.
Jacada HostFuse is part of an integration and process optimization platform called Jacada Fusion. The Jacada product will help GISS integrate existing back office systems and streamline the Spanish Social Security’s business processes, improving both efficiency and accuracy.
The fact that Jacada Fusion supports web-services and open application development standards further supports a strategic initiative at GISS to adopt service-oriented architectures.
The contract was signed in conjunction with Selesta S.p.A., a player in the Spanish and Italian IT software market. Selesta S.p.A has recently expanded its partnership agreement with Jacada to supply Jacada Fusion products to the Italian and Spanish customer service market.
Jacada became a footnote to Avaya (News - Alert) history earlier this month, when they were the 2,000th company to join the Avaya Developer Community.
The program, intended to offer even broader development support through paid membership in the Avaya Developer Connection program, is an initiative to create, market and sell third-party products that interoperate with Avaya technology.
The program is open to software and hardware development companies, integrators, service providers and Avaya customers.
Jacada joined on the virtue of its business of creating contact centers products that "augment the Avaya Customer Interaction Suite, simplify work for contact center agents, and help improve productivity by automating and optimizing work processes across disparate business systems," according to Jacada officials.
Jacada's WorkSpace product, a unified desktop for customer service representatives that provides a single point of access to all the mission-critical applications and call center tools required by the agent, has been cited as one of the more notable products of last year in its space.
David Sims is contributing editor for TMCnet. For more articles please visit David Sims' columnist page.
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