Jacada Ltd, represented locally by CommerceQuest SA, has announced details relating to the enterprise licence agreement it signed with Vodafone UK in the first quarter of 2005.
Based on the successful outcome of an initial project in the customer retention contact centre, Vodafone UK purchased an enterprise licence and is implementing Jacada Fusion in more of its UK contact centres and retail outlets.
As was announced on 30 March 2005, the software licence agreement is expected to yield several million dollars over the coming quarters, with a portion of the revenue being recognised in the second quarter of 2005.
Vodafone UK is a member of the world's largest mobile network, has 15.2 million UK customers and offers a wide range of voice and data communications.
Vodafone implemented Jacada Fusion to simplify how contact centre agents in its SAVES group access and utilise applications across different computing platforms, as multiple problems resulted from having agents accessing two separate systems with no real-time data exchange or updates. With Jacada Fusion, agents can now access and utilise the separate systems through a single user interface, eliminating time-consuming processes and tasks brought on by the disparate systems.
Through the single user interface, an agent can now look up customer information; perform a security check; check and order handset stock; build a deal; and automatically complete the wrap-up process.
"By employing Jacada Fusion, Vodafone has cut the time of a successful customer retention call by 50%, and we completely eliminated our manual call wrap-up process," said Steve Johnson, chief architect at Vodafone.
"Vodafone selected Jacada Fusion because it provided a non-intrusive, rapid and cost-effective solution to help our retention group improve productivity," said Johnson. "Jacada Fusion met our criteria on several levels. It utilises the systems we already have in place and is 100% non-intrusive, so it required no changes to our existing Windows and host-based legacy systems. In addition, the rapid design and development environment provided for an unmatched 10-week development cycle of the Jacada Fusion-enabled transactions."
"Jacada is very pleased that Vodafone had experienced such success with Jacada Fusion," said Jeremy Young, UK country manager for Jacada. "We look forward to working closely with Vodafone as they deliver a single user interface company-wide to their retail stores, inbound call centres, and corporate functions."
CommerceQuest SA is a local reseller for Jacada, which provides IT systems integration and middleware solutions.
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Jacada solutions help customers rapidly simplify and improve high-value business processes while eliminating the traditional long and expensive systems replacement projects. Jacada solutions are deployed in over 100 contact centres to over 100 000 customer service representatives (agents) worldwide, and to millions of users through self-service applications designed to off-load contact centre activity. Jacada has over 1 200 customers worldwide including major Fortune 1000 corporations and government organisations such as AAA Mid-Atlantic, Bank of America, Caterpillar, Delta Air Lines, The Hartford, Lillian Vernon, the US Navy, Nationwide, Porsche Cars North America, Prudential, Raytheon, and West Corporation.
Founded in 1990, Jacada operates globally with offices in Atlanta, Georgia; Herzliya, Israel; and London, England. Jacada can be reached at www.jacada.com or at 1 800 773 9574.
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