Jacada (News - Alert) Ltd., a provider of unified desktop and process optimization solutions for customer service operations, has announced that it has signed a material agreement with a new customer, Kabel Deutschland GmbH. The company also announced that the revenue from this contract will be recognized in future quarters.

 

Kabel Deutschland selected Jacada to improve the efficiency and effectiveness of the sales and customer service center. As of now, to complete customer calls, the 1,000 agents in the center must navigate several very cumbersome, business systems. Extending the life of these systems and allowing the company to avoid costly replacements, the Jacada unified service desktop will bridge together these existing systems.

 

This service will also simplify and automate key call processes. Also, to facilitate the customer service agents to effectively upsell and cross-sell other triple play services, the Jacada solution will automate priority call processes. These triple play services include telephony and broadband Internet services.

 

Kabel Deutschland, a cable network operator and Triple Play (News - Alert) provider in Germany, caters to nine million households in 13 German federal states. Making Kabel Deutschland Germany's biggest provider of triple play services, the company provides digital program packages, pay-per-view services, broadband Internet access and telephony via TV cable.

 

For Kabel Deutschland, servicing the customers is a key priority and the company believes that its customers deserve the most efficient and competent service it can offer. As the company is in a very competitive industry and that it understands its customers have choices, it wants every contact to be a positive experience for its customers.

 

“Europe, and Germany specifically, represents an important growth market for Jacada and we are especially pleased to partner with Kabel Deutschland, an organization whose executives truly understand how imperative it is in today’s business climate to provide top-notch customer service,” said Paul O’Callaghan, chief executive officer for Jacada.

 

“No factor can diminish the effectiveness and efficiency of a customer service organization more quickly than having agents handcuffed by dozens of complicated systems and laborious call processes. When agents are frustrated, so are the customers, and unhappy customers change service providers. This is yet another example of a leading telecommunications provider understanding the urgent need to take action – to give their agents the solutions they need to provide excellent customer service.”

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