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Kabel Deutschland Enhances Customer Satisfaction
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Wednesday, July 18, 2012:
With a customer base 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.
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Jacada’s solution integrates vital applications and multiple customer communication channels across KD’s contact centers to provide a single, optimized 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. “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%
· 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. Its solutions connect and unify customer service siloes ensuring each interaction is consistent, cost effective and increases satisfaction. In a matter of months, Jacada customers typically experience a 10-25 percent reduction in average handle time and a 20-50 percent reduction in agent training time.
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