Embratel Selects Jacada for Unified Customer Service Desktop

To continue its tradition of customer service excellence, Embratel needed to find a solution to unify the customer service desktop to simplify the operations. Embratel conducted a thorough bid process to identify and evaluate solutions. The key requirements for the project included a quick time-to-market delivery capability, a reduction in call handle time, and a thin client (browser-based) solution that would not require significant additional investments in desktop hardware and software.

After careful review, Embratel selected Jacada Fusion, a non-invasive process optimisation solution from Jacada. Jacada submitted the proposal with 3CON (Consultoria e Sistemas), a Jacada channel partner in Brazil.

The initial project will support more than 1,500 customer service agents.

"This is a very important initiative for Embratel," states Eduardo Elias Mattar, from Embratel. "There are more than 30 business applications involved in this project. A non-invasive approach was key to making the unified customer service desktop a reality, and Jacada's contact centre experience gave us the confidence that we would meet or exceed our project goals."

"In the communication service provider market, customer service is the key to winning new customers and stemming customer attrition," says Paul O'Callaghan, President of Jacada Ltd. "By delivering a unified customer service desktop, companies are improving the customer experience while reducing operating costs. We are proud to have Embratel join a growing list of communication service providers that have selected Jacada as their customer service platform of choice."