CommerceQuest SA, local reseller for Jacada Ltd, a leader in software solutions that accelerate business improvement, has announced that West Corporation, the US's premier provider of outsourced communication solutions, has selected Jacada Fusion to provide its contact centre agents with a simplified user interaction when dealing with certain applications.
West Corporation provides outsourced communications solutions for Fortune 1000 companies. West employs 27 000 people located in North America, Europe and Asia, and processes more than 20 billion minutes of telephony-related transactions annually. West's customers represent a wide range of industries including telecommunications, financial services, healthcare, pharmaceutical, insurance, utility, consumer goods and e-commerce.
In order to provide clients with outsourced customer care, customer acquisition, and collection services, West's contact centre agents utilise a range of applications across a variety of computing platforms. To help address this issue, West has selected Jacada Fusion to simplify how its agents access and manage the data housed in its clients' systems. Jacada Fusion will allow West to streamline certain business processes without modifying its clients' underlying applications.
"Jacada Fusion helps us integrate our industry-leading applications with those of our clients," said John Sanley, executive vice-president of West Corporation. "The technology supports our ability to improve call handling times and customer satisfaction levels."
Says Alex Steyn, MD of commerceQuest: "Jacada is very pleased that West has chosen its software to achieve a simplified user interface and reduce agent training times. The myriad of systems that support various processes within a business today can be daunting. Jacada Fusion provides a non-invasive approach for 'fusing' any style of application - Windows, Web or host - to deliver a simplified user interaction that eliminates the need to navigate between multiple applications. As CommerceQuest, we are proud to be the local reseller for software that can provide SA customers with the same world-class solutions."
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West Corporation is a leading provider of outsourced communication solutions to many of the world's largest companies. The company helps its clients communicate effectively, maximise the value of their customer relationships and drive greater revenue from each transaction. West's integrated suite of customised solutions includes customer acquisition, customer care and retention services, interactive voice response services, conferencing and accounts receivable management services. Founded in 1986 and headquartered in Omaha, Nebraska, West has a team of approximately 27 000 employees based in North America, Europe and Asia. For more information, please visit www.west.com.
Jacada Fusion
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.
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