Embratel Selects Jacada's Fusion to Improve Customer Service

By Patrick Barnard

TMCnet Associate Editor

 

Seeking to improve its customer service, Embratel, one of the largest telecom companies in Latin America, has selected Jacada’s Fusion, a non-invasive process optimization solution, to help unify its customer service desktop. Adopting the solution will enable Embratel to reduce call times and keep its customers happy.

Embratel is a large communications service provider with a complex service environment. This stems from the fact that the company has gone through several mergers and acquisitions, in addition to rolling out advanced new service offerings. In order to simplify customer service, the carrier needed a unified desktop solution which would help its agents more quickly resolve customer complaints and inquiries. By making it easier for agents to navigate the new product offerings and multitude of business applications, Embratel is able to significantly reduce call waiting time, a key factor in customer satisfaction. The company selected Jacada’s solution because it offered quick time to market delivery capability and a thin client (browser-based) solution that would not require significant additional investments in desktop hardware and software. The initial deployment will support more than 1,500 agents.

“This is a very important initiative for Embratel,” states Eduardo Elias Mattar of Embratel in a press release. “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, and Jacada’s contact center experience gave us the confidence that we would meet or exceed our project goals.”



“In the communication service provider market, customer service is the key to winning new customers and stemming customer attrition,” said Paul O’Callaghan, president of Jacada Ltd. (News - Alert) “By delivering a unified customer service desktop, companies are improving the customer experience while reducing operating costs.”

With more than 1,200 customers worldwide, including many Fortune 1000 corporations and government organizations, Jacada is a leading provider of customer service unified desktop and process optimization solutions. The company’s solutions help companies rapidly simplify and improve high-value business processes without the need for long and expensive systems replacement projects. The company offers two solutions that have been proven to make a significant impact on customer service efficiency and effectiveness: Jacada WorkSpace is a unified desktop that incorporates all critical functions required by the contact center agent to successfully complete customer interactions, while Jacada Fusion is a process optimization solution that leverages patented technology to enable customer service centers to improve customer satisfaction and increase revenues.

For more information about Jacada, visit www.jacada.com.

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Patrick Barnard is Associate Editor for TMCnet and a columnist covering the telecom industry. To see more of his articles, please visit Patrick Barnard’s columnist page.