Jacada Ltd. (NASDAQ: JCDA), a leading provider of customer service experience management and process optimization solutions for contact centers, announced that Telefónica O2 UK has chosen Jacada Agent Scripting (JAS) Product Suite to enable its Gurus support team to deliver superior customer service.
Telefónica O2’s Gurus business is described internally as “the home of all things technical for Telefónica O2,” and thus covers a wide variety of products and services that may require support. A key part of Telefónica O2’s business objectives relies on its ability to sustain its market differentiation by offering a superior service in both its product and customer support. For all of these reasons, Telefónica O2 looked to Jacada to help support these important initiatives, since Jacada was already a trusted IT partner.
Telefónica O2’s advisors had been using a sophisticated knowledge-based tool to diagnose any problems that customers were experiencing with their home broadband.
Telefónica O2 wanted a greater level of control and flexibility in defining and managing its customer interactions from within the actual operation, as well as the ability to respond rapidly to changing business needs by “tweaking” the way in which its advisors were interacting with customers at any given time. Having already used Jacada’s unified desktop solution extensively across the sales and service organization as its strategic advisor desktop, Telefónica O2 decided to trial Jacada Agent Scripting (JAS) Product Suite as a way of addressing these issues for its Gurus support team.JAS, as part of the Jacada solution, makes it possible to bring a dynamic element to customer interactions, based on real-time customer information, in order to ensure that each call could be handled exactly as intended by the business. “One of the main benefits of JAS is that it has transformed a technical procedure into something that can be handled easily by the wider advisor community,” says Mark Frowde, Head of Gurus Incubation and Innovation at Telefónica O2. “We’ve seen a significant reduction in Average Handling Time. JAS is great at presenting complex processes as a simple and easy to follow guide. There are a number of knowledge management solutions out there, but the fact that JAS is so simple to create, update and enhance makes it different. JAS has helped us improve our fix rates and also really helps to reduce hand-offs [to second tier support]. For all of these reasons, JAS is really helping us to create even more fans of O2.”