Fusing Agents With Better Workflow And Processes For Better Customer Service

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Fusing Agents With Better Workflow And Processes For Better Customer Service Powered By Docstoc
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Description: In an interview, Jacada CEO Paul O'Callaghan talked about the company's performance and its call center solutions. In terms of results, the company achieved record revenues of $25.8 million for the year 2007, in line with its annual guidance, and representing 25% growth over 2006. This growth was driven by a 57% increase in its call center business. The company is projecting 50% to 65% growth in 2007. At the end of 2007 its backlog, which represents booked business that it has not yet recognized, was $14.7 million, representing a year-over-year increase of 76%. By simplifying and automating the customer service desktop, Jacada can significantly improve the customer experience and the ability for the agent to add value back to the business. It's really about making the desktop do what the agent would expect it to do to support various call types.
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