Customer Service. Simplified. Jacada Agent Scripting Case Study 1 A visual Drag & Drop interface enables the Business to quickly create, modify, test and deploy call flows , without IT Introduction Priceline, a leading online provider of discount rates for travel-related purchases, was looking to improve its call center productivity, agent performance and the customer experience by providing agents with customer-specific content and guidance in each and every call. The company needed a solution that would: • Allow the business to “control” the content and business rules – write, edit and deploy changes at any time and without involving IT. • Tightly integrate call scripts into back-end data. • Reduce call handle time, by auto-documenting any information communicated to the customer

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