Jacada, a provider of unified desktop and process optimization solutions for customer service operations, has announced that it has entered in a distributor agreement with
Datapoint Customer Solutions, a UK expert in call center operations.
The agreement between the two companies specifies that Datapoint Customer Solutions will sell, service and support Jacada WorkSpace and Jacada Fusion customer service solutions to the contact center market in the UK.
Vim Vithaldas, CEO for Datapoint Customer Solutions, acknowledged that Datapoint chose Jacada because of their 14 year track record in simplifying complex customer service processes. The value of a unified desktop as a rapid way to optimize current infrastructure or as an agent friendly interface for next generation multi-channel infrastructures is tangible, which can generate a reduction in call lengths and wrap up time, shorter agent training times, reduced data entry issues and a greater focus on consistent customer experiences.
Vithaldas went on to add that Jacada is already being deployed in UK call centers delivering against the business case ROI in all cases. Jacada is the only credible supplier of non-invasive integration solutions currently in the call center market.
Ofer Yourvexel, managing director for Jacada EMEA and APAC regions, contributed that Jacada is extremely excited to partner with such a dominant UK expert in call centers as Datapoint Customer Solutions. This alliance further proves the value and importance of desktop optimization solutions like Jacada.
Yourvexel continued that by partnering with Datapoint Customer Solutions, Jacada is now in an excellent position to continue providing these solutions o the UK contact center market with is considered to be one of the largest markets worldwide.
Datapoint focuses on the implementation of call center infrastructure and applications that are operationally, commercially and technically integrated into its customers’ businesses. Over the past twenty years in the call center market, Datapoint has installed and maintained over 66,000 seats in over 200 call centers.
Jacada has made its name in the call center market by providing unified desktop and process optimization solutions for customer service operations. The company’s niche has been providing customers with rapidly simplified and improved high-value business processes without the need for long and costly system replacement projects.
The call center market has always been one that is focused on ways to improve the customer experience without incurring additional costs. Providing agents with the proper tools to effectively serve the customer is one way to ensure that their stress level remains low and customer service remains high.
Unified desktop solutions provide agents with the information they need to assist the customer, while also integrating well with enterprise-wide applications to encourage up and cross selling to help drive revenues. These elements remain a top priority for call center leaders, maintaining a demand for solutions from Jacada.
What’s the number one VoIP conference in terms of attendance? What’s the leading VoIP expo for exhibitors in terms of lead generation? And which VoIP industry event will feature special attractions for service providers, resellers, and the enterprise and SMB market as well as an overview on the Future of IP Telephony? Answer: INTERNET TELEPHONY Conference & Expo, WEST, which runs October 10-13, 2006. See you in San Diego!
--------
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.
TMCnet LOGIN
Webinars
