Jacada Ltd., a provider of unified desktop and process optimization solutions for customer service operations, has signed another material contract with a public utility provider. The company uses the term "material" to indicate that a contract is in excess of $1 million in revenue, which, as a result, is material to the company’s business. Revenue from the contract will be recognized in future quarters.
The public utility sought a solution that would reduce agent desktop complexity and optimize key customer service processes in its contact centers. The company selected Jacada unified service desktop and process optimization solutions to provide a consistent and simplified presentation of key information for critical call processes in order to reduce agent training time, increase agent productivity and improve overall customer service.
“Four major utility providers have recently partnered with Jacada because we are uniquely positioned to help them address issues associated with regulatory compliance, adherence to procedures and best practices, and improving customer satisfaction,” said Paul O’Callaghan, president of Jacada. “This is particularly exciting as Jacada sees our early successes within the telecommunications industry being duplicated in an increasingly diverse and expanding set of additional vertical markets including retail, financial and entertainment. As our market continues to grow, and as companies realize the strategic and significant advantage of a unified service desktop, we are experiencing a corresponding increase in the number of material contracts in our pipeline.”
