Jacada Unified Desktop Implemented at Permanent General Companies
June 17 2010 - 8:00AM
Business Wire
Jacada Ltd. (Nasdaq: JCDA), a leading provider of customer
experience management and process optimization solutions for
customer service operations, and Permanent General Companies (PGC),
an American insurance provider, recently announced the
implementation of the Unified Service Desktop, a solution based on
the Jacada WorkSpace unified desktop platform.
The eight month rollout of the new desktop with PGC, as
previously announced as a material deal for Jacada, represents the
efforts of a thorough business process optimization project, in
which Jacada’s development and implementation teams provided a
solution that leverages the existing data structure while
simplifying the desktop complexity. PGC’s objectives include a
reduction in call handle times and training for nearly 200 customer
service representatives, resulting in customer loyalty and
satisfaction, and material annual cost savings.
“As we handle just over 1.4M calls annually, it is imperative
that we provide exemplary service to our customers and our call
center teams. We selected Jacada because of their accredited
history with national insurance markets as well as their strong
working knowledge of modern call center challenges,” said Wade
Clark, the director of Customer Service at PGC.
In a unique market, PGC wanted to grow in a more efficient and
cost effective manner by focusing on call center functions. PGC
continuously improves their customer service efforts and prior to
this rollout had implemented an analytics package to quantify first
call resolution, target CSR coaching and identify common call
types. The next step was to apply these lessons to the desktop to
better service their policyholders. PGC utilizes a legacy mainframe
platform and the acquired knowledge of its customer service
representatives to navigate the customer management process. The
insurance provider required a solution that would enhance customer
satisfaction by allowing the CSRs to access policy information
quickly and service their customers more efficiently.
“We are pleased with the successful implementation at PGC,” said
Tom Clear, chief executive officer for Jacada. “We built a system
for them based on their thorough understanding of their customers’
needs, and their commitment to creating a high quality customer
experience. Jacada solutions will support PGC’s goal of maintaining
a customer-focused and responsive culture, and we look forward to a
long-lasting partnership with the company.”
About Permanent General Companies
Permanent General specializes in nonstandard, specialty auto
insurance. A.M. Best provides an independent rating of insurance
companies, and recognizes PGC’s financial strength and stability
with an “Excellent” rating. Founded in 1963, Permanent General is
headquartered in Nashville, TN and has over 700 employees.
Permanent General Companies can be found at www.pgac.com.
About Jacada
Jacada is a leading global provider of customer experience
management and interaction optimization solutions. By bridging
disconnected systems and processes, Jacada solutions create greater
operational efficiency and increase agent and customer
satisfaction. Founded in 1990, Jacada operates globally with
offices in London; Munich; Stockholm; Atlanta, Georgia; and
Herzliya, Israel. Jacada can be reached at www.jacada.com.
This news release may contain forward-looking statements as that
term is defined in the Private Securities Litigation Reform Act of
1995. The words “may,” “could,” “would,” “will,” “believe,”
“anticipate,” “estimate,” “expect,” “intend,” “plan,” and similar
expressions or variations thereof are intended to identify
forward-looking statements. Investors are cautioned that any such
forward-looking statements are not guarantees of the future
performance and involve risks and uncertainties, many of which are
beyond the Company's ability to control. Actual results may differ
materially from those projected in the forward-looking statements
as a result of various factors including the performance and
continued acceptance of our products, general economic conditions
and other Risk Factors specifically identified in our reports filed
with the Securities and Exchange Commission. The Company undertakes
no obligation to update or revise any forward-looking statement for
events or circumstances after the date on which such statement is
made. Jacada is a trademark of Jacada Inc. All other brands or
product names are trademarks of their respective owners.
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