Jacada offers the Customer Service industry solutions that drive autonomy in contact center operations and customer experience. Supporting all channels and systems deployed in contact centers, these solutions are designed to improve customer self-service and agent-assisted service. Each solution can be deployed as a standalone or incorporated as part of a suite through the Automation Platform we refer to as “Jacada Interact.”
Self-ServiceFor customer self-service, we develop solutions that guide your customers through a digital support experience that they can access on the web, mobile apps, phone, or any other communication channel. This ensures that your customers have access to the help they need, at the time they need it, without involving a call center agent. An AI Chatbot, or Intelligent Assistant for the customer, acts as a personalized digital helper for all of their service needs.
Assisted-ServiceOn the agent side, we focus on freeing the agent from managing systems while they are interacting with customers. Agents should focus on the customer, not the system. This is accomplished by deploying solutions that unify their desktop applications, provide contextual guidance, and automate processes or tasks. In addition, an Agent Assistant or Chatbot for the agent can answer their questions, guide an agent to the next best action during an interaction, automate redundant processes, and much more.
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Jacada Autonomous Customer Experience (CX) helps enterprises significantly reduce costs of their customer service operations by deploying automation solutions and contextual bots. From guiding the contact center agents and automating their manual tasks to fully automated self-service solutions, Jacada automates interactions while improving customer experience. Our 27 years of experience in automating customer service processes for global enterprises, together with proven outcome-focused integration capabilities, enable worry-free deployments with lower Total Cost of Ownership.