Jacada Extends O2 UK Customer Care Contract

Jacada has expanded its relationship with UK mobile phone network, O2 by signing a material enterprise license agreement with the firm allowing it to standardize the Jacada unified desktop solution throughout the company's UK customer service operations.

The partnership between the companies originally started in 2007 when Jacada streamlined and automated critical call processes within the UK Pay and Go division. The success of that project, led to Jacada introducing a solution to the retentions group in the Pay Monthly consumer area of the UK business.

"We are very pleased with the results of our unified desktop initiatives and are experiencing an excellent return on the investment we have made with Jacada," said Cheryl Black, customer service director for Telefónica O2 UK. "We are focused on providing the best customer service possible to satisfy and retain our valuable customers. The Jacada solution has allowed us to have automated and simplified call center processes, resulting in a better customer experience and lower operating costs."

"Today, retaining customers and reducing costs are the two highest items on every executive's priority list," said Guy Tweedale, senior vice president of European operations for Jacada. "The decision by Telefónica O2 UK to standardize on the Jacada unified desktop solution is further validation of the significant value our customers are realizing from a more effective and efficient customer service operation."

The majority of the revenue from the contract will be recognized in the current quarter.

Posted to the site on 22nd December 2008