Questions? Feedback? powered by Olark live chat software
Webinar: What's Next For Digital Customer Service? - Martin Hill-Wilson, Customer Engagement Strategist Learn More

A Connected Digital
Customer Experience

We engage your customers where they are – whether it’s an inbound digital session, a voice inquiry, or a proactive outbound alert for true event driven engagement, Jacada drives use of digital assets to lower inbound call volume. Our solutions include the award winning Visual IVR, our artificial intelligence powered Virtual Agent, and Interact, our powerful cross-channel interaction designer.

Jacada Products

Click on any of the icons or circles in the wheel to find out more about that product.

Overview

Delivering an exceptional customer service in the digital world appears to be a dichotomy. On the one hand, the digital customer is demanding efficiency in their interactions with your company. Whether it’s a digital session, a voice call or even a proactive outbound notification, they demand the interactions be low effort, efficient and on the channel of their choice. Companies, on the other hand, want to ensure low inbound call volume and next issue avoidance all while delivering an exceptional customer experience. Explore how Jacada solves the customer experience paradox!

DNI and Beacons

Track customer’s online activity to provide seamless connectivity from the digital to the voice channel. Calls start in context with the customer intent already identified, ensuring a better customer experience and shorter call times.

Intelligent Assistant

Virtual Agents are 1/12th the cost of a live phone call, and customers prefer the intuitive and familiar chat interface. Engage your digital visitors with Jacada Intelligent Assistant, the only virtual agent on the market that combines the power of transactional flows with natural language dialog.

Omnichannel

The contact center can no longer operate in a silo and needs to be connected to your broader digital strategy. Agents need to be empowered with an omnichannel unified agent desktop, agent guidance and task automation to provide effective customer service and drive down call times. Explore how Jacada agent solutions are connected with your digital solutions for seamless connectivity during the customer journey from self to assisted service.

Outbound Engagement

Remove customer effort by preempting the need for an inbound service call. Proactive outbound engagement ensures your customers are alerted of a problem before they need to call you, lowering your inbound call volume. Customers requiring more information are conveniently guided into self-service flows providing all the information they need.

Transactional Self-Service

Transactional self-service is the modern day answer to the knowledge base. Instead of static text articles that are merely “how-to’s”, transactional self-service guides customers every step of the way in a transactional manner, meaning all the back-end integrations take place without needing agent intervention or assistance.

Visual IVR

Bacon ipsum dolor amet meatball kevin spare ribs cupim alcatra ribeye sirloin hamburger t-bone capicola chicken pork loin pig beef ribs. Chuck pork belly pork loin venison, prosciutto kielbasa strip steak sirloin sausage beef alcatra salami drumstick andouille pork. Pork belly rump drumstick beef ribs brisket salami, sausage venison swine burgdoggen pork kevin. Pork loin turkey shankle jerky chicken. Turducken swine pork chop frankfurter strip steak ham drumstick cupim boudin spare ribs filet mignon flank short loin jerky.

Product Guidance

Confusing or complicated product or service offerings often leads to abandonment. Product guidance guides customers through a complex product or service offering in an easy step-by-step manner to match the customer with your best product. No more abandonment!

Context Store

Capture customer interaction history across all your channels to determine context and intent. Regardless of the interaction channel – whether digital or voice – knowing your customer and their interaction history drives quicker resolution to their inquiries.

Digital Routing

Despite the investment in digital self-service solutions, call centers are still inundated with phone calls. More often than not the problem is a lack of digital adoption of these solutions by your customers. Digital Routing determines the optimal channel of resolution for your customer maximizing digital adoption and lowering your inbound call volume.

    • DNI and Beacons

    • Engagement Rooms

    • Intelligent Assistant

    • Outbound Engagement

    • Transactional Self Service

    • Product Guidance

Intelligent Assistant
Intelligent Assistant

Virtual Agents are 1/12th the cost of a live phone call, and customers prefer the intuitive and familiar chat interface. Engage your digital visitors with Jacada Intelligent Assistant, the only virtual agent on the market that combines the power of transactional flows with natural language dialog.

DNI and Beacons
DNI and Beacons

Track customer’s online activity to provide seamless connectivity from the digital to the voice channel. Calls start in context with the customer intent already identified, ensuring a better customer experience and shorter call times.

Outbound Engagement
Outbound Engagement

Remove customer effort by preempting the need for an inbound service call. Proactive outbound engagement ensures your customers are alerted of a problem before they need to call you, lowering your inbound call volume. Customers requiring more information are conveniently guided into self-service flows providing all the information they need.

Transactional Self-Service
Transactional Self-Service

Transactional self-service is the modern day answer to the knowledge base. Instead of static text articles that are merely “how-to’s”, transactional self-service guides customers every step of the way in a transactional manner, meaning all the back-end integrations take place without needing agent intervention or assistance.

Product Guidance
Product Guidance

Confusing or complicated product or service offerings often leads to abandonment. Product guidance guides customers through a complex product or service offering in an easy step-by-step manner to match the customer with your best product. No more abandonment!

Context Store
Context Store

Capture customer interaction history across all your channels to determine context and intent. Regardless of the interaction channel – whether digital or voice – knowing your customer and their interaction history drives quicker resolution to their inquiries.

Digital Routing
Digital Routing

Despite the investment in digital self-service solutions, call centers are still inundated with phone calls. More often than not the problem is a lack of digital adoption of these solutions by your customers. Digital Routing determines the optimal channel of resolution for your customer maximizing digital adoption and lowering your inbound call volume.

Omnichannel
Omnichannel

The contact center can no longer operate in a silo and needs to be connected to your broader digital strategy. Agents need to be empowered with an omnichannel unified agent desktop, agent guidance and task automation to provide effective customer service and drive down call times. Explore how Jacada agent solutions are connected with your digital solutions for seamless connectivity during the customer journey from self to assisted service.

Driving Digital Adoption

Your digital customer service solutions are only as effective as the rate at which your customers adopt and use them.

Our industry first Digital Routing Engine utilizes micro-segmentation to determine customer intent in real-time and dynamically pivots customers into the appropriate digital channel to most effectively handle the inquiry at the lowest cost to serve. For calls that do need assisted service, Jacada seamlessly connects the digital and voice world to drive further efficiency in your contact center.

Recent Articles

Jacada Solutions Empower
the World's Most Trusted Brands

  • Nationwide logo
  • Kabel Deutschland logo
  • DirecTV logo
  • Cox logo
  • Accenture Logo
  • Priceline logo
  • Aliant Telecom logo
  • Telefonica logo
  • Blue Cross Blue Shield logo
  • Capita logo
  • AIG logo
  • Amdocs logo
  • Aviva logo
  • Central Hudson logo
  • cisco logo
  • citi logo
  • Collab logo
  • Compass Bank logo
  • Israel Post logo
  • Anixter logo
  • Genesys logo
  • Embratel logo
  • E-On logo
  • Comtrust logo
  • Georgia Natural Gas logo
  • HOT logo
  • IBM logo
  • inContant logo
  • Insight logo
  • T-Mobile logo
  • Kobil logo
  • Leumi Card logo
  • Liberty mutual logo
  • Liveops logo
  • M2C logo
  • Vodafone logo
  • National Grid logo
  • ncs logo
  • Nubeum logo
  • O2 logo
  • Manulife Financial logo
  • Zurich Logo
  • Turk Telekom logo
  • Optus logo
  • Prudential logo
  • Standard Bank logo
  • TDS logo
  • Telag logo
  • UBS logo
  • Zendesk logo