Telco partners win customer innovation award
Jacada, a provider of unified desktop and process optimisation solutions, and telco O2, have won the Consumer Service Innovation Award at the Global Telecoms Business Awards.
The awards honour innovative projects involving telecoms operators and service providers around the world, and took place in London at the Sheraton Park Lane Hotel in London.
The award acknowledges the impact O2’s Synergy unified desktop project has had on the quality of interaction with its 18.7 million customers who contact its Pay and Go and Pay Monthly customer service centres. As O2 has grown, a multitude of information systems in its call centres have been deployed in order to help O2 customers make the best of an increasingly wide choice of products.
Synergy provides O2 with a simplified, automated desktop that presents an intelligent view of all customer data and the processes required to support various call types into the Pay & Go team. The telco says this has significantly improved advisor efficiency and the customer experience, as advisors are able to focus more on customers’ needs and less on systems.
O2 and Jacada used an agile development method to implement the solution quickly, with the first release deployed in three months. The solution presented a unified desktop to the advisors, allowing real time access to the existing systems through a simple presentation layer aimed at improving advisor efficiency and the customer experience.