Telefónica O2 UK Chooses Jacada Agent Scripting (JAS) Product Suite to Enable Its Gurus Support Team
September 13 2011 - 8:52AM
Business Wire
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.”
“We provide a great deal of training for our employees, but only
need to allow 1.5 hours for JAS, since the product is so intuitive
and easy to use. As a result, we were able to reduce our overall
staff training times down from five weeks to just three,” adds
Julia Murphy, Continuous Improvement Manager at Telefónica O2.
Key benefits to Telefónica O2 of implementing
JAS
- Reduction in AHT of 40 seconds per
call
- 50 percent reduction in writing up call
notes
- Nearly 50 percent reduction of faults
escalated to second-tier support
- 25 percent decrease in repeat
calls
- Improved First Call Resolution
- Training time for advisors down from
five to three weeks
- Improved Customer Experience through
faster problem diagnosis and resolution
- Complex interactions can now be
simplified and standardised for use by a less technical, broader,
advisor community
About Telefónica O2 UK
Telefónica O2 UK is a leading communications company for
consumers and businesses in the UK, with more than 22 million
customers and over 700,000 fixed broadband customers. The company
is part of Telefónica Europe plc, a business division of Telefónica
S.A., which uses Telefónica O2 as its commercial brand in the UK,
Ireland, Slovakia, Germany and the Czech Republic, with more than
56 million customers across these markets. Telefónica O2 employs
around 11,000 people in the UK and has 450 retail stores.
About Jacada
Jacada is a leading global provider of customer
experience management and interaction optimization solutions. By
bridging disconnected systems and processes, Jacada
solutions create greater operational efficiency and increase agent
and customer satisfaction. Founded in 1990, Jacada operates
globally with offices in London; Munich; Stockholm; Atlanta,
Georgia; and Herzliya, Israel. Jacada can be reached
at www.Jacada.com.
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