With offices across the globe, Jacada has quickly made a name for themselves by providing solutions that optimize and improve the effectiveness of customer service interactions. Today, Jacada announced of their success in working with Permanent General Companies (PGC).
PGC is an American insurance provider that utilized Jacada Unified Desktop and was able to realize operations efficiencies and cost savings by reducing call handle times by nearly 19 percent and call center agent training by more than 35 percent.
The success realized by PGC was through the implementation of Unified Desktop. Unified Desktop is a solution based on Jacada Workspace Desktop and was created to simplify its agents’ desktops, increase agent efficiency and improve the customer experience. PGC required a solution that would enhance customer satisfaction and called upon Jacada.
One of the leaders at PGC is Allison Garretson whom serves as the Vice President of Customer Service at Permanent General Insurance. When asked about the value of Jacada, Garretson stated, “With Jacada, we achieved or over-achieved all of our targeted business benefits. Both our Average Handle Time and our Training and Agent Productivity improvements exceeded our expectations and are delivering significantly improved First Call Resolution and Customer Experience while delivering cost savings.”
Jacada Co-CEO Gideon Hollander commented, “We teamed well with PGC to build a system based on their thorough understanding of customers’ needs, and PGC’s commitment to creating a high quality customer experience. Over the last three years, Jacada has continued to win and successfully implement solutions for many of the large insurance companies based on our Workspace Agent Desktop Product. This implementation is another example of how we bring value to the Call Center Experience.”
Currently, Jacada Ltd. is trading in the $2.24 range. To learn more about this company, visit their website at www.jacada.com
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