Would provide Permanent General’s customer service representatives with views of customer data
Jacada, a provider of unified desktop and process optimisation solutions for customer service operations, has signed a material agreement with Permanent General Companies, a US-based non-standard auto insurance provider.
The Jacada unified desktop solution would provide Permanent General’s customer service representatives with views of customer data, by consolidating information from multiple screens and applications, so they can locate what they need to help the customer on each call.
Allison Garretson, vice president of operations for Permanent General, said: “Customer service is a top priority for Permanent General. Currently our customer service representatives must navigate through dozens of screens and applications to find what they need in order to help customers on the phone. We realized that if we could simplify and streamline the access to that information, we could not only service our customers more effectively, but reduce our call handle times as well as the amount of training required for new representatives.”