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
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Overview
Delivering an exceptional customer service experience 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.
Engagement Rooms
Your voice callers and your agents still need digital collaboration capabilities, during and after the call. Engagement Rooms enables your agent to share product brochures, forms, documents, co-browse and video chat, all during the voice call! Engagement rooms can persist past the call for seamless continuity of the interaction.
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.
Visual IVR (Mobile Engagement)
Don’t let your voice callers be left out of the digital revolution. Deliver a personalized and digital experience to your voice callers, enabling a better customer experience with improved self-service, while still allowing customers to transition from the digital channel to the agent with full context resulting in significantly reduced handle times.
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
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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.
Visual IVR (Mobile Engagement)
DNI and Beacons
Engagement Rooms
Intelligent Assistant
Outbound Engagement
Transactional Self Service
Product Guidance
Visual IVR (Mobile Engagement)
Don’t let your voice callers be left out of the digital revolution. Deliver a personalized and digital experience to your voice callers, enabling a better customer experience with improved self-service, while still allowing customers to transition from the digital channel to the agent with full context resulting in significantly reduced handle 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.
Engagement Rooms
Your voice callers and your agents still need digital collaboration capabilities, during and after the call. Engagement Rooms enables your agent to share product brochures, forms, documents, co-browse and video chat, all during the voice call! Engagement rooms can persist past the call for seamless continuity of the interaction.
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
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.
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.
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.
