 "Jacada, AGC Networks Ally To Enhance Customer Service Experience In India")
Jacada Ltd. a provider of customer service experience and interaction optimisation solutions, and AGC Networks, a global solutions integrator in unified communications, network integration, datacentre and virtualisation, and enterprise applications, have entered into a partnership that will provide Indian companies with tailored customer service solutions. The partnership enables contact centre agents to connect to customer data in a simplified and consistent way regardless of the channel — creating more effective customer interactions while reducing operational costs.
India continues to be the global leader in the outsourcing industry, with half of the world’s back office located in the country. This makes it imperative to streamline an agent’s interaction with the caller and help enhance customer satisfaction. Together, Jacada and AGC Networks offer a comprehensive set of customised contact centre solutions designed to enhance the customer experience across multiple channels, as well as directly impact operating costs and improve employee retention.
“BPOs in India are being asked by their worldwide customers to provide innovative customer service solutions as their interactions with these organisations become more complicated due to multi-channel communication options and the rapid growth of call centre applications. Hence, organisations are looking to add value to processes such as end-to-end automation, seamless integration across channels, and the reduction of transaction turnaround time”, said Guy Yair, Senior Vice President and General Manager, EMEA & APAC, Jacada.
He added, “Jacada and AGC Networks will provide a competitive edge to Indian organisations by allowing them to effectively interact with their customers through all touch points (at the store, at the call centre, or by mobile phone) and by that, provide their end users an optimised customer service experience as well as reduce their organisation’s operational costs. AGC Networks offers best–of–breed solutions for multiple call centre and customer service functionalities surrounding the customer experience.”
“Customers are a critical component to making an organisation successful or not, and how you interact with them is key. For this reason, we’ve built solutions that are guaranteed to ensure the customer experience is an exceptional one,” said Sanjeev Verma, President, AGC Networks. “Our partnership with Jacada furthers our strategy of providing our clients with solutions that are going to enable them to give unmatchable experience to their customers.”