WCA November 2012

Industry news

A complete view of customers

“Kabel Deutschland sought out leading technology solutions to help deliver a better customer experience and as a result they’ve shown their customers they value their business and will continue to make their needs a priority.” Together with Jacada’s desktop solution, KD has been able to achieve the following: • Reduce average handle time by nearly 30 per cent • Increase customer satisfaction • Improve agent satisfaction • Streamline working processes • Automate application navigation • Improve first call resolution Jacada’s customer service solutions include a mobile service platform, customer-facing desktops, and agent scripting technologies that simplify the way companies interact with their customers. Kabel Deutschland – Germany Website : www.kabeldeutschland.de

contact centres to provide a single, optimised view of customer information. This integration enables agents to easily navigate through customer data and services in a more efficient matter. “Customers demand a positive and productive experience every time they engage with a company. “We are committed to delivering customer service technology that enables a company to achieve an effective and consistent customer experience,” said Gideon Hollander, CEO for Jacada.

With of approximately 8.5 million connected households throughout Germany, Kabel Deutschland (KD) turned to Jacada, a leading global provider of customer service experience technology, to provide a single yet comprehensive view of its customers. In doing so, KD has been able to increase customer and agent satisfaction while reducing operational costs, average handle time and streamlining work processes. Jacada’s solution integrates vital applications and multiple customer communication channels across KD’s a customer base

New website for EuroWire Our sister publication – EuroWire Magazine – has launched a new multi-media website at www.read-eurowire.com The site, which caters for the PC, tablet and smartphone market, includes video and daily news updates to keep you informed of all the changes in the industry.

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www.read-wca.com

Wire & Cable ASIA – November/December 2012