O2 and Jacada said Jacada was selected because of its expertise in unified service desktop solutions and automating complex customer services processes across multiple legacy systems.
Jacada described the deal as material to its business but did not put a value on the contract.
O2’s customer service advisers currently use a number of applications, web sites, and online forms when processing a customer’s request. The number of tools and applications involved increases the amount of training required and complicates processing for the adviser.
The aim of the Common Front End initiative is to improve on this by introducing a new user interface that will consolidate information from the underlying systems and make processing more efficient.
