Local Jacada reseller CommerceQuestSA has announced that Technology Marketing Corporation's (TMC's) TMC Labs division named Jacada Fusion as an Innovation Award winner for 2004.
"This underscores our reasoning behind becoming a Jacada reseller in SA," says CommerceQuestSA MD Alex Steyn.
"We are very pleased that TMC Labs has recognised Jacada Fusion for innovation," says Steyn. "The award affirms what we are hearing from companies, that Jacada Fusion provides a first-of-a-kind solution to solve a significant productivity and efficiency problem for call centres."
In most call centres today, the customer service representative or agent must learn and use a very complex array of diverse business applications to complete even the simplest task. This complexity results in long call handle times, expensive training programmes, high turnover and ultimately poor customer satisfaction. Jacada Fusion addresses this dilemma by providing a non-invasive approach for 'fusing' all the applications at the desktop to deliver a new, simplified process and user interaction.
"For the first time, companies can rapidly implement their own vision of 'The Perfect Interaction' between people, process and information - creating and changing the process as needed, regardless of how many or what types of systems they use," says Steyn.
TMC President Rich Tehrani said: "Jacada Fusion is clearly deserving of leadership status in the Integration Software sector of the contact centre industry. We're proud to reward Jacada's hard work with a TMC Labs Innovation Award for the year 2004."
Says Tom Keating, CTO and TMC Labs Editorial Director: "The Innovation Awards exemplify the best and the most unique products and services that this industry has to offer. Jacada has demonstrated a commitment to quality, and a commitment to the further development of the contact centre industry through Jacada Fusion. Jacada deserves this great honour, and I look forward to seeing other innovative solutions from them as they continue to contribute to the future of the contact centre marketplace."
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Jacada Fusion delivers 'The Perfect Interaction' between people, processes and information, and eliminates the problems that arise from maintaining multiple complex applications that a company may or may not own, such as corporate-wide CRM systems, in-house developed programs, and those inherited through acquisition. Jacada Fusion rapidly improves business processes without rewriting or replacing the underlying applications, thus achieving significant payback and performance results.
Jacada
Jacada Ltd provides software solutions for accelerating business improvement. A recognised leader in integration technology, Jacada solutions help customers simplify and rapidly improve high-value business processes without the need to replace or re-write existing business systems. Jacada has over 1 200 customers worldwide including major corporations and government organisations such as AAA Mid-Atlantic, AIT Worldwide Logistics, Bank of America, Caterpillar, Delta Air Lines, The Hartford, Lillian Vernon, the US Navy, Porsche Cars North America, Prudential, Raytheon and the US Department of Interior. 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.
TMC
Since 1972, Technology Marketing Corporation (TMC) has produced industry-leading trade magazines and events focused on technology and telecommunications. TMC publishes two magazines: Customer Inter@ction Solutions and Internet Telephony , and the online publications, WifiTelephony.com, The VOIP Developer Channel, Planet PDA Magazine and BiometriTech Magazine. TMC is also the first publisher to test new products in its own on-site laboratories, TMC Labs, and provide factual and unbiased product reviews. TMC produces INTERNET TELEPHONY Conference & Expo, The VOIP Developer Conference, Speech-World Conference, IP Contact Centre Summit, WiMAXcon, and The Global Call Centre Outsourcing Summit. TMCnet.com publishes more than 25 topical online newsletters. For more information about TMC, visit its Web site at www.tmcnet.com.