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Kabel Deutschland

Jacada Inc.

Presented By: Jacada Inc.



Problem:  

Difficult navigation through a complex web of data and services prolonged average call handling time, fragmented customer experience, and prevented agents from identifying up-sell opportunities or special situations.

Solution:  

The creation of a simplified but sophisticated Unified Agent Desktop using Jacada’s WorkSpace framework with application automation provided by Jacada WinFuse.

Result:  

The Unified Agent Desktop simplifies application complexity, streamlines working processes, automates navigation, and improves first call resolution while reducing operational costs – agents are presented with a simplified 360 view of the customer as well as real-time visual guidance, they are able to retrieve the correct solutions quickly and efficiently reducing average call handling time and increasing customer satisfaction.  


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