core sector communique

Jacada and AGC Networks Partner to Enhance Customer Service Experience among Companies in India

Partnership enables India-based telecom, insurance, back-office, ITES, banking, travel, and transportation companies to benefit from customized customer interaction solutions

Mumbai, July 2, 2012 — Jacada Ltd., a leading provider of customer service experience and interaction optimization solutions, and AGC Networks, the world’s leading Solutions Integrator in Unified Communications, Network Integration, Data Center & Virtualization, and Enterprise Applications, has entered into a partnership that will provide Indian companies with tailored customer service solutions. The partnership enables contact center 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 customized contact center 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 organizations become more complicated due to multi-channel communication options and the rapid growth of call center applications. Hence, organizations 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 for EMEA & APAC, Jacada.

He added saying, “Jacada and AGC Networks will provide a competitive edge to Indian organizations by allowing them to effectively interact with their customers through all touch points (at the store, at the call center, or by mobile phone) and by that, provide their end users an optimized customer service experience as well as reduce their organization’s operational costs. AGC Networks offers best–of–breed solutions for multiple call center and customer service functionalities surrounding the customer experience.”

“Customers are a critical component to making an organization 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.”

About Jacada

Jacada provides solutions that simplify and improve the effectiveness of customer interactions.

Jacada’s mobile, customer, and agent desktops as well as process optimization solutions help companies reduce the cost of their operations, drive customer satisfaction and provide a complete return on investment within the first year after deployment.

Founded in 1990, Jacada operates globally with offices in Atlanta, USA; London, England; Munich, Germany; Herzliya, Israel; and Stockholm, Sweden. 

About AGC Networks

AGC Networks Ltd. (BSE: 500463 and NSE: AGCNET) is a world class Solutions Integrator in Unified Communications, Network Integration, Data Center & Virtualization and Enterprise Applications domain. AGC has been delivering customized business solutions that help organizations accelerate revenue growth, increase market penetration, optimize operating costs and improve employee productivity, by embedding technology solutions in their business processes. It has always been committed to enabling superior customer experience and offering best returns on their technology investments. It partners with global leaders like Avaya, Juniper, NICE Systems, Aspect, Verint, HP, Polycom, Cisco, NEC, Sony, Plantronics, EMC, Dialogic, NetApp, Checkpoint and Jabra. AGC Networks is a subsidiary of Aegis Limited, an Essar Enterprise.