Jacada, a global provider of customer service technology designed to simplify the interaction between businesses and their customers, announced that Jacada Agent Scripting solutions will be available through a new strategic partnership with Collab, a European multimedia contact center provider fully based on IP architecture.
Collab is a subsidiary of Novabase, which has over 2,200 employees in more than 40 countries. Founded in 2003, Collab has gained customers and partners all over the world with references in key areas of telecommunications, banking, healthcare and government.
As a Jacada system integration partner, Collab will offer a new agent scripting tool powered by Jacada Agent Scripting to complement their customer service and experience offerings. Collab partners and clients can use Jacada Agent Scripting to create and manage call center scripts, apply business rules and workflows, and provides auditing and reporting functions and offers flexible deployments. Jacada Agent Scripting technology provides additional organizational benefits such as integration with back-end systems and compliance enforcement, contributing to a lower OPEX.
“Collab has been recognized as a leading industry player that reflects the same effort, work, and dedication that Jacada has to innovative customer service technology,” said Guy Yair, Co-CEO, Jacada, in a statement. “The partnership will enable Collab to enhance their proven ability to deliver industry-leading agent scripting technology through Jacada’s innovative solutions.”
“Partnering with Jacada is a strategic decision to complement our portfolio with best-of-breed Agent Scripting functionality,” said Carlos Vasconcelos, vice president, marketing, Collab, in a statement. “For years we have served customers with custom agent script development, which is great up to a certain point.
“There are situations where the need of rapid development using a fully visual environment is critical. This is where partnering with Jacada makes perfect sense to Collab. We have high hopes with this partnership and, at the time of this contract signature, we already have customers to demonstrate this added value.”