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Jacada, Inc., a leading global provider of customer service technology designed to simplify the interaction between businesses and their customers, today announced that it has signed a material agreement with a leading Medicare Advantage plan provider in Puerto Rico to provide desktop, agent scripting, and workflow enablement solutions. Jacada’s award winning
Agent Scripting and
Agent Desktop solutions have been chosen to provide a unique Agent and Member experience throughout the organization’s inbound call center and back-office, while enhancing regulation compliance and consistent customer experience. Plans are to continue deployment of Jacada solutions into the outbound call segment in a second phase.
“Jacada is honored to have been selected to be the core desktop, workflow, and scripting provider,” said
Guy Yair, Co-CEO, Jacada. “The group has selected a comprehensive set of customized Jacada contact center solutions designed to enhance both the customer and agent experience. We are happy to add this to our recent deals in the healthcare insurance space, as we help these companies address the growing demand for better service and compliance with new government regulations and policies.”
Jacada solutions help ensure that critical knowledge is presented to customer service representatives at just the right time and just in the right context to ensure industry regulation compliance and uniformity of processes. In a similar fashion, back-office operations also benefit from the Jacada solution as it provides just-in-time guidance and knowledge necessary to streamline these customer supporting activities. As the insurance group continues its initiatives aimed at highlighting proper and respectful treatment to people of advanced age, Jacada continues its commitment to delivering the tools and solutions that support these efforts.
Jacada solutions help organizations improve their customer experiences and reduce their operational costs. Jacada enables organizations to deliver advanced customer and agent interactions by implementing cutting‐edge mobile customer service solutions, agent desktops, and process optimization tools. Customers can benefit from an improved customer service experience at every touch point with the organization, whether at the call center, on the mobile, or at the retail store. Jacada projects often deploy in less than six months, and customers often realize a complete return on investment within 12 months of deployment. Founded in 1990, Jacada operates globally with offices in Atlanta, USA; London, England; Munich, Germany; and Herzliya, Israel. More information is available at