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Recently, Jacada (News - Alert) and AGC Networks partnered to deliver customized customer service solutions to companies in India. The project is targeted primarily at the BPO sector and allows contact center agents to effortlessly and seamlessly interact with their customer base.

Jacada is a provider of customer service experience and interaction optimization solutions. AGC Networks deploys solutions in unified communications, network integration, data center and virtualization, and enterprise applications.

The two are aware of the position that India holds in the BPO sector. It’s no secret that India is a global leader in the outsourcing industry and that the country has half of the world’s back office located in it.

The partnership therefore hopes to capitalize on this phenomenon, as well as streamline an agent’s contact with the caller to help enrich customer satisfaction.

Jacada and AGC Networks also look to reduce operational costs and improve employee retention. Their collaboration particularly works across multiple channels. The main idea is to improve the overall customer experience; the solution is naturally multifaceted by delivering seamless integration across several channels.

“BPOs in India are being asked by their worldwide customers to provide innovative customer service solutions as their interactions with these organizations become more complicated due to multichannel communication options and the rapid growth of call center applications,” said Guy Yair, senior vice president and general manager for EMEA & APAC, Jacada. “Hence, organizations are looking to add value to processes such as end-to-end automation, seamless integration across channels, and the reduction of transaction turnaround time.”

“Jacada and AGC Networks will provide a competitive edge to Indian organizations by allowing them to effectively interact with their customers through all touch points (at the store, at the call center, or by mobile phone) and by that, provide their end users an optimized customer service experience as well as reduce their organization’s operational costs,” he added. “AGC Networks offers best–of–breed solutions for multiple call center and customer service functionalities surrounding the customer experience.”

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