Jacada, a provider of unified desktop and process optimization solutions for customer service operations, has announced a contract to provide solutions for Central Hudson Gas & Electric, a regulated gas and electricity provider in New York.
Central Hudson Gas & Electric sought a solution that would eliminate the desktop complexity in the company’s customer service organization in order to allow agents to deliver a consistent and improved customer experience.
From a technical perspective, the company required a solution that would leverage reusable web services as part of its service-oriented architecture (SOA) strategy. The company selected Jacada unified service desktop and process optimization solutions to automate critical call processes and integrate its existing business systems into a simplified customer service desktop.
Charlie Freni, senior vice president of customer services at Central Hudson Gas & Electric, said: Customer satisfaction is a top priority for us and we are committed to improving the effectiveness and efficiency of our customer service operations. After a very comprehensive search for a solution provider, we partnered with Jacada because of the company’s expertise in solving complicated customer service issues.