Contact Center Solutions Featured Article

Jacada Enters into Partnership with Priceline.com

October 31, 2013

Jacada, Inc., a global provider of customer service technology designed to simplify the interaction between businesses and their customers, has partnered with Priceline.com, a major player in global online travel reservations, to provide call center scripting technologies for Priceline.com’s customers.


Jacada Agent Scripting technology will be utilized by priceline.com to enhance customer experience.

Jacada Agent Scripting (JAS) is a call center scripting and business process flow tool, providing a powerful and agile, yet easy to use, scripting environment. Utilizing an intuitive graphical drag-and-drop environment, call center scripts and business rules are created in clicks rather than code. Scripts can be instantly deployed to agents, monitored in real-time and then fine tuned.

By continuously refining interactions, one can meet and exceed customer service experience goals. This intuitive, rapid, no coding environment ensures that it can be used by business analysts to easily write and maintain scripts and process flows.

By empowering the business, they get the ability to react faster to changes in legislation, changes in requirements, compliance and making processes more efficient.

“By quickly delivering the most relevant content to an agent during any given call, we expect that the utilization of Jacada Agent Scripting will enhance the experience of customers who have a need to contact us after making a reservation,” said Lisa Gillingham, SVP operations & customer service.

Guy Yair, co-CEO, Jacada said that the company is excited to work with Priceline.com in order to enhance their innovative customer service centers.

ContactCenterSolutions recently reported that Jacada announced that its customer service solutions-Jacada Agent Scripting, Jacada Workspace Agent Desktop, and Jacada Visual IVR products are now rated Avaya compliant.

Officials with Jacada said that these solutions help businesses enhance customer service experience across multiple touch points with their customers. The applications are now compliance-tested by Avaya for compatibility with Avaya as follows-Jacada Workspace Agent Desktop 6.2 with Avaya one-X Agent 2.5; Jacada Agent Scripting 6.0 with Avaya one-X Agent 2.5; and Jacada Visual IVR 1.0 with Avaya Aura Experience Portal 6.0.




Edited by Peter Bernstein



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