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Jacada Inks Material Deal with Nationwide Insurance
 TMCnet Contributing Editor
Jacada ( News - Alert), a provider of unified desktop and process optimization solutions for customer service operations, announced today that it’s signed a material agreement with Nationwide Insurance.
This is the second material contract awarded to Jacada for the Nationwide Insurance Property & Casualty division, according to the company. Jacada landed its first contract in January this year with a large North American Insurance Company, company officials say. The company expects to realize revenue from this most recent contract in future quarters, they say.
Nationwide Insurance chose Jacada to help automate service center processes and unify the desktop within the Nationwide Insurance Service Centers that support the Nationwide Insurance Property & Casualty Distribution Channel. According to company sources, the new contract extends the use of the Jacada solution to the Property and Casualty Direct Sales and Service group. This will not only further automate but also simplify access to customer, policy and billing information, company officials say.
Nationwide Insurance also said it wants to implement the Jacada unified customer service desktop, to simplify and automate customer service processes. The company said this would help reduce operational costs and provide better and more timely access to the data required to drive more profitable interactions and deliver a superior customer experience.
Srinivas Koushik, chief information officer for Nationwide Insurance, said that the company picked Jacada due to the time-to-market advantages of their software and approach, and their expertise and success in simplifying and automating customer service processes. He said that the Jacada WorkSpace unified service desktop provides a flexible, adaptable and scalable solution that is very compatible with their existing infrastructure and strategic direction, and should deliver a quick return on our investment.
Joe Horne, senior vice president of Americas sales operations for Jacada, said that as with other industries, insurance providers have a strong focus on customer service and retention. Horne said that their company is excited to be partnered with Nationwide and greatly satisfied to see their relationship grow.
According to Horne, Nationwide Insurance’s continued commitment to innovate and invest in the agent and customer experience is a testament to their leadership position in the insurance industry.
Anuradha Shukla is a contributing editor for TMCnet. To read more of Anuradha’s articles, please visit her columnist page.
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