Jacada Unifies Customer Service For Lillian Vernon

Editorial Director,
Customer Inter@ction Solutions magazine

Jacada Ltd. (News - Alert), a provider of unified desktop and process optimization solutions for customer service operations, has announced the acquisition of Lillian Vernon, a 54-year-old national catalog and online retailer that markets gifts and household items, as a customer for the Jacada WorkSpace solution. WorkSpace is Jacada’s standardized unified agent desktop for its customer service operations.

For a consumer catalog company, customer service is critical. As anyone who receives home product catalogs knows, the competition is fierce, and customers are fickle. One feature that will keep customers loyal is top-notch customer service, which is becoming increasingly hard to provide, despite (or maybe because of) the data deluge available to call centers today.

“Our customer service center agents are the frontline to our customers, and it is imperative each experience is outstanding,” commented Mike Muoio, CEO for Lillian Vernon. “We are standardizing on Jacada WorkSpace as our unified desktop to create greater operational efficiency, increase agent and customer satisfaction and reduce agent training times, which is critical during our peak seasons.”

Instead of having to locate customer data in multiple systems, using Jacada WorkSpace, all relevant data can be automatically displayed when and as the agent needs it, significantly reducing the amount of time it takes to navigate through complex customer interaction processes.

Call center agents today use many different applications...some agents regularly have 10, 12 or more applications open on their desktops at any one time, which leads to clutter, confusion, complicated training, mistakes and long log-in delays.

Jacada WorkSpace, using non-invasive integration methods, will unify many unlinked processes into a single, intelligent desktop for each of the 500 Lillian Vernon agent desktop environments.

“A principal requirement for this project was a rapid return on investment (ROI), and Jacada’s non-invasive approach will help us circumvent any major IT infrastructure overhauls,” remarked Muoio. “We are confident that the implementation of Jacada WorkSpace will enable us to achieve a payback within 12 months of deployment.”

“Consumer expectations are at an all-time high - especially when it comes to retailers,” remarked Paul O’Callaghan, president of Jacada. “Lillian Vernon is at the forefront of retail organizations, recognizing the tremendous positive impact that a unified desktop solution like Jacada WorkSpace can have on customer service operations. We are pleased to see progressive customer service organizations like Lillian Vernon standardizing on Jacada Workspace as their de facto unified customer service desktop.”

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

--------

Don't forget to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users.