Avaya and Jacada forge partnership.Unified desktop and process optimization Process optimization is the practice of making changes or adjustments to a process, to get results. Optimization is the use of specific techniques to determine the most cost effective and efficient solution to a problem or design for a process. solutions provider Jacada Ltd. has announced it has signed a joint marketing agreement with Avaya Avaya Inc. (NYSE: AV) is a S&P 500, global telecommunications company which specializes in enterprise telephony and call center technology. Formerly the Business Communications unit of Lucent Technologies, it was spun off on October 1, 2000. . Under the terms of the agreement, Avaya Consulting and Systems Integration and Jacada will jointly market and deliver Jacada customer service solutions globally. The escalating number of applications used nowadays by call center agents means increased log-in time (having to enter user names and passwords multiple times, several times a day), increased training, inefficiency and a higher propensity for user errors. Jacada's WorkSpace solution simplifies an agent's desktop by providing a single, easy-to-use interface to the applications and contact center tools required to complete a customer interaction. Jacada WorkSpace is powered by Jacada Fusion, a process optimization platform that improves workflow The automatic routing of documents to the users responsible for working on them. Workflow is concerned with providing the information required to support each step of the business cycle. across a company's existing business applications. "From Jacada's perspective, this is a huge win for us," said David Holmes David Holmes may refer to:
EVP EGR (Exhaust Gas Recirculation) Valve Position Sensor EVP Electronic Voice Phenomenon EVP Europäische Volkspartei (Germany) EVP Employee Value Proposition of Global Marketing for Jacada. "This agreement goes well and beyond the typical partner agreement. We are jointly marketing and delivering our contact center solutions. We're investing a lot on both sides to cross-train and promote the solutions to our joint target market. Avaya is opening a lot of doors we would not be able to otherwise open ourselves. From a go-to-market perspective, we have every reason to believe it's going to accelerate our path to the marketplace. We've been selling directly. There's only so many customers you can address with a handful of sales and services people. This instantly expands the scope of our marketplace. We have huge expectations internally for what this is going to mean for our business." Said Brian Carmichael, global contact center practice lead, consulting and systems integration (CSI CSI Crime Scene Investigator CSI CompuServe, Inc. CSI Commodity Systems, Inc. CSI Commodity Systems Inc. (Boca Raton, FL) CSI Crime Scene Investigation (CBS TV show) CSI Christian Schools International ), for Avaya Global Services, "My team has done a whole suite of traditional contact center consulting services Noun 1. consulting service - service provided by a professional advisor (e.g., a lawyer or doctor or CPA etc.) service - work done by one person or group that benefits another; "budget separately for goods and services" . With so many applications running on the desktop, there is a lack of integration. We're looking at this as a big opportunity to help grow our businesses and help our customers." www.jacada.com and www.avaya.com By Tracey E. Schelmetic, Editorial Director, Customer Interaction Solutions |
|
||||||||||||||||
Printer friendly
Cite/link
Email
Feedback
Reader Opinion