Partnering for Success

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1 Partnering for Success About Jacada For twenty years Jacada has been a leading industry provider of customer service and customer experience solutions. Now as Avaya s certified partners, we continue to service the call center industry as a trusted vendor of innovative products designed to build agility into existing technology and infuse customer service operations with the knowledge and guidance to deliver exceptional customer service. Jacada s solutions enable organizations to keep and reap their original investment by repurposing their prevailing systems in new initiatives to meet and surpass their business goals. Our focus on providing high business value solutions that not only work in complete harmony with current infrastructure, but also enable seamless transitions between various communication channels, translates into proven, large scale deployment and fast ROI. Jacada and Avaya s DevConnect Select Partner Program (SPP) Jacada is an official member of Avaya s DevConnect Select Product Program, chosen for our strategic value in the marketplace and for our proven interoperability with Avaya technology. The following products offered through the program have been compliance-tested for compatibility with Avaya: Jacada Workspace Agent Desktop with Avaya one-x Agent Jacada Agent Scripting with Avaya one-x Agent Jacada Visual IVR with Avaya Aura Experience Portal A Jacada/Avaya joint offering will help your customers deliver superior customer service across every touch-point and interaction within the organization. Your customers have the choice of adding specific capabilities to their existing Avaya platform or sourcing a complete Avaya-based communications solution that incorporates Jacada s customer service product. 1

2 Jacada s SPP certified Product Suite Call center Solutions Customer Pain Jacada Product Description Benefits Case Study PDS/PC agents requiring world class scripting Elite agents handling complex processes that require real-time guidance Jacada Agent Scripting Call center scripts and business rules are created in clicks rather than code. Scripts can be instantly deployed to agents, monitored in real-time and then fine-tuned. Organizations continuously refine interactions to meet and exceed customer service experience goals. Ideal for Collections, Sales, Marketing & Surveys Agents are guided to follow all the rules and regulations that have been put in place, and identify AT-RISK customers. Next best action prompts help agents identify upsell opportunities. Tech support calls are efficiently handled. Product complexity is distilled to an easy to understand interface Reduces if not eliminates agent errors, cutting down call backs. Significant reduction in agent training times, faster onboarding. Increases FCR Reduces AHT Increases compliance Competes aggressively with Genesys and Interactive Intelligence on Agent Scripting Telefonica O2 UK Savings: 40 sec/call-aht 50% reduction (25 sec) in ACW 25% fewer call backs 2 weeks reduction in training time 2

3 Customer Pain Jacada Product Description Benefits Case Study Customers are required to use multiple Avaya desktops and manual agent blending Need a higher level of integration with 3rd party applications Jacada Workspace Agent Desktop A unified Agent Desktop for multiple platforms (Elite, EMC, QM, PDS, WFM) within a highly flexible presentation layer Integrated approach to Voice and Multimedia Integrated approach to inbound and outbound Current interactions are interwoven into new customer-friendly processes. Agent is provided with a 360 view of the customer across all applications Reduces Agent training Simplifies deployment and maintenance (reduces IT costs) Major US P&C Insurance Provider Savings: 20% in AHT - $6M annually 75% AHT savings on payment call types ACW savings - $2M annually 2 weeks reduction in training time Web & Self Service Solutions Customer Pain Jacada Product Description Benefits Customers on the go demand consistent contact and instant resolutions IVR suffers from high zero-outs and low containment Call transfer rate to the call center remains high Jacada Visual IVR A visual menu driven interface to an existing IVR system An intuitive and easy to use see-and-touch selfservice channel accessible to customers from web or mobile Users are able to retrieve relevant information and complete routine transactions effectively - independent of live agents. A warm and seamless transition and in-context handling of calls directed from the self-service channel to the call center An improved customer experience. 24/7 access to the IVR from web/mobile Fast and accurate rself service problem solving, Decreased call transfer rate to call centeres. Better routing for transferred calls. with low to no holding time. Shorter calls and Increased agent productivity- as customer s visual path is visible. 3

4 The Avaya/Jacada Partnership Chosen by Avaya as an SPP partner, Jacada is a trusted vendor of leading software solutions that work seamlessly on existing technology to eliminate clear pains encountered by the business, representative, and customer and provide an excellent complement to Avaya's contact center professional services portfolio. With Jacada s innovative solutions and a dedicated partnership support program, the Avaya partner is fully equipped to better address customer needs, and enable a diverse product suite which naturally strengthen the relationship with both Avaya and the end users. Together we can offer cutting-edge solutions that deliver a major competitive advantage for our customers by significantly reducing operational costs and greatly enhancing the customer experience. Key Benefits to Partnering with Jacada Jacada products provide an additional revenue stream to your business They are a quick cross-sell to your existing customer base They provide significant business value and sticky relationships with your customers Jacada products will enable you to offer innovative solutions and give you a competitive advantage VIVR is at the forefront of IVR and self-service technology Jacada is a known market leader in agent desktops Better address your customer needs and enable a diverse product suite delivery to strengthen relationship with both your end users and Avaya Jacada solutions simplify the way end users interact with contact center, help drive efficiency and improve customer satisfaction- a win win for your customers Jacada Products are easy to sell: They solve clear customers pains and provide fast ROI Certified and easily implemented with many Avaya solutions They are a natural extension to your current business Jacada is easy to partner with: Comprehensive partner program Joint marketing investment & dedicated partner portal Extensive product training Extended Maintenance & support Presale support - Onsite or remote 4

5 Jacada's Successful Implementations 2013 Jacada. All right reserved.