Germany’s Largest Catalogue Retailer to Implement an “Intelligent” Customer View
London, UK – October 18, 2006 – Jacada Ltd. (Nasdaq: JCDA), a leading provider of unified desktop and process optimisation solutions for customer service operations, today announced that Quelle.Contact Vertrieb GmbH, has signed an enterprise agreement with Jacada to help unify its customer service desktop to automate call centre processes and deliver an “intelligent view” of customer data for its customer service representatives (CSRs).
Quelle.Contact is a subsidiary of KarstadtQuelle’s Mail Order Division, Europe’s leading mail order retailer. Quelle.Contact is the third largest contact centre service provider in Germany with over 2,500 agent seats, and provides all of the call centre services for Quelle and its sister-company neckermann.de, the third largest business-to-consumer mail order company in Germany.
Being one of the largest and most innovative contact centres in the German market, Quelle.Contact is constantly looking for ways to improve customer experience and the CSR’s ability to provide exceptional customer support. Recently, the need to integrate existing business applications with telephony systems and to incorporate new customer communications channels – such as email and scanned documents – required Quelle.Contact to look for a more modern, unified customer service desktop.
To optimise operations across multiple call centres, Quelle.Contact needed a solution that would enable any CSR, in any location, to handle any call type. To do this requires simplifying complex business processes and presenting an intelligent view of the customer data to the CSR, based on the call type and the CSR skill level. Often referred to as a “Universal Agent,” this intelligent customer view will enable Quelle.Contact to provide better customer service while drastically improving the efficiency of the call centre operations.
After a thorough review of available solutions, Quelle.Contact selected Jacada to provide the new unified customer service desktop.
“We are obviously excited to be selected by the leading catalogue retailer and one of the largest call centres in Germany,” says Paul O’Callaghan, president of Jacada Ltd. “It is further evidence that the need for an agile, unified customer service desktop spans a wide variety of vertical markets, and is being recognised as a competitive differentiator by leading call centres across the globe.”
The Quelle.Contact group is a service enterprise of the German based KarstadtQuelle Mail Order Division. Quelle.Contact is among the top 3 service providers, has 5,000 employees and offices in 14 locations in Germany, Denmark and Turkey.
The company manages the service portfolios of client companies’ various lines of business and provides complete customer service processing, including classic customer contact tasks and competence areas such as specialised product consultation service and finance, and demand management. Quelle.Contact handles more than 80 million customer contacts per year.
Jacada is recognised as a leading provider of contact centre productivity solutions. The company’s solutions help customers rapidly simplify and improve high-value business processes without the need for long and expensive systems replacement projects. Jacada WorkSpace is a unified desktop that incorporates all critical functions required by the contact centre agent to successfully complete customer interactions. Jacada Fusion is an award winning process optimisation solution that leverages patented technology to enable contact centres to improve customer satisfaction and increase revenues by providing customer service representatives with more time for customer care and revenue-generating activities.
By significantly reducing call handle times, training costs and error rates, Jacada solutions deliver a rapid, easily measured return on investment, with payback typically achieved in weeks or months. Jacada solutions are deployed in hundreds of contact centres worldwide, and to millions of users through self-service applications designed to off-load contact centre activity.
Jacada has over 1200 customers worldwide including many Fortune 1000 corporations and government organisations. Founded in 1990, Jacada operates globally with offices in Atlanta, Georgia; Herzliya, Israel; London, England and Munich, Germany.