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Cable Technology Feature Article

August 19, 2011

Germany's Largest Cable Operator Kabel Deutschland Extends Contract with Jacada

By Madhubanti Rudra, TMCnet Contributor

Jacada (News - Alert) Ltd., a provider of customer service interactions solutions announced an extension of contract with Kabel Deutschland, the leading cable network operator and Triple Play (News - Alert) provider in Germany. Revenues from this material agreement will be recognized over current and future quarters, the company announced through a press release.

Kabel Deutschland operates the cable networks in 13 German federal states and offers an open digital TV platform for all program providers. The company caters to nine million households in Germany. The company offers digital program packages, pay-per-view services, broadband Internet access and telephony via TV cable, making Kabel Deutschland Germany's biggest provider of Triple Play services.

Jacada’s solutions were successfully implemented into Kabel Deutschland’s unified agent desktop project a year ago. Under the current agreement, Jacada will continue to provide professional and solution support services to Kabel Deutschland in support of this project.

“We have been working successfully with Kabel Deutschland since 2009. We are very pleased with the success it has experienced with Jacada and we are thrilled to expand our engagement,” Jacada's co-CEO Tom Clear noted in a statement.

“Our call center is the core of our customer interactions, so improving the processes and the ease in which agents can help customers, directly determines our business success. Jacada has shown their expertise in streamlining customer service environments and we are experiencing steady improvements in our handle times and training times, as well as a dramatic improvement in customer experience,” Peter Halser, head of Development at Kabel Deutschland noted in a statement.

Earlier this week, Jacada reported financial results for the second quarter ended June 30, 2011. It was reported that software license revenues reached $813,000, a 48 percent increase over second quarter 2010 software license revenues of $549,000.

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Madhubanti Rudra is a contributing editor for TMCnet. To read more of her articles, please visit her columnist page.

Edited by Jennifer Russell