Central Hudson Brings New Customer Service Desktop Online, Leverages Jacada Customer Experience Solutions
12 January 2010 - 10:00PM
Business Wire
Jacada Ltd. (Nasdaq: JCDA), a leading provider of customer
experience management and process optimization solutions for
customer service operations, and Central Hudson Gas & Electric
Corporation, a regulated gas and electricity provider serving
approximately 374,000 customers in eight counties of New York
State’s Mid-Hudson River Valley, today announced the implementation
of the Unified Service Desktop, a solution based on the Jacada
WorkSpace unified desktop platform.
Central Hudson utilizes a legacy mainframe platform and the
acquired knowledge of its customer service representatives to
navigate the customer management process. The utility sought a
solution that would reduce training cycles and enhance customer
satisfaction through the implementation of state-of-the-art
customer information technology and improved work processes. The
rollout of the new desktop represents the culmination of an
in-depth business process optimization project, which leverages the
existing data structure while simplifying some of the desktop
complexity. In addition, Central Hudson expects to see an
improvement in call handle times.
“We knew if we could streamline Central Hudson’s overall
operational processes, we would keep costs down while still
delivering the highest level of customer service,” said Charles
Freni, senior vice president for Central Hudson. “The new desktop
and process improvements implemented by Jacada provides us with the
first step toward a greater degree of inherent operational
intelligence, so that we can capture more details about the CSR
activity, and thus be able to better manage our operations.”
“We worked very diligently to learn all we could about how
Central Hudson ran its customer service organization,” explained
Alan Germain, director of professional services for Jacada.
“Because Central Hudson considers its call center the epicenter of
customer experience, Jacada created an environment which fosters a
truly streamlined, automated customer interaction. Our solution
helped them become a true ‘one stop shop’ for customer service
requirements while eliminating the need for manual processes or
repetition of information.”
About Central Hudson Gas & Electric Corp. - Central
Hudson Gas & Electric Corporation, a subsidiary of CH Energy
Group, Inc, is a regulated transmission and distribution utility
serving approximately 300,000 electric and about 74,000 natural gas
customers in eight counties of New York State’s Mid-Hudson River
Valley, and delivering natural gas and electricity in a
2,600-square-mile service territory that extends north from the
suburbs of metropolitan New York City to the Capital District at
Albany. www.centralhudson.com
About Jacada - Jacada provides solutions that optimize
and improve the effectiveness of customer interactions. Jacada
unified desktop and process optimization solutions help companies
reduce the cost of their operations, drive customer satisfaction
and provide a complete return on investment in as little as 12
months after deployment. Founded in 1990, Jacada operates globally
with offices in Atlanta, Georgia; Herzliya, Israel; London,
England; and Munich, Germany. More information is available at
www.jacada.com, www.jacada.com/blog, www.jacada.com/facebook and
www.jacada.com/twitter.
This news release may contain forward-looking statements as that
term is defined in the Private Securities Litigation Reform Act of
1995. The words "may," "could," "would," "will," "believe,"
"anticipate," "estimate," "expect," "intend," "plan," and similar
expressions or variations thereof are intended to identify
forward-looking statements. Investors are cautioned that any such
forward-looking statements are not guarantees of the future
performance and involve risks and uncertainties, many of which are
beyond the Company’s ability to control. Actual results may differ
materially from those projected in the forward-looking statements
as a result of various factors including the performance and
continued acceptance of our products, general economic conditions
and other Risk Factors specifically identified in our reports filed
with the Securities and Exchange Commission. The Company undertakes
no obligation to update or revise any forward-looking statement for
events or circumstances after the date on which such statement is
made. Jacada is a trademark of Jacada Inc. All other brands or
product names are trademarks of their respective owners.
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