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Case Study: A Frost & Sullivan Case Study Featuring Turk Telekom and Jacada: Visual IVR – Digital Self-Service on the Voice Channels View Here

The Jacada Contact Hub

Click any of the three contact methods to learn how Jacada’s Solutions can improve customer interactions.

Overview

There are three primary contact methods your customers who remotely engage your business often use - A voice inquiry is the first and still most widely used, second is some sort of online web session like your website or social platform, and the third is responding to some sort of outbound communication. Jacada’s solutions work with each of these three primary contact methods to deliver a unique and successful digital self-service experience. We uniquely provide the capabilities of digital self-service to inbound callers, assign an intelligent virtual assistant to accompany your online customers, and guide customers through an interaction flow when responding to outbound communications. Hover over each communication channel to learn more.

Select each of the three contact methods to learn how Jacada’s Solutions can improve customer interactions.

Voice = Visual IVR

Even though the phone channel is the most expensive, a majority of consumers still prefer to talk to agents via phone. Thus, the voice channel isn’t going anywhere anytime soon when it comes to call centers.

Deliver a personalized and digital experience to your voice callers, enabling a better customer experience with improved self-service. Visual IVR transforms your Voice IVR into a digital experience, improving self-service by over 10% based on our implementations at Fortune 500 companies globally. Visual IVR also allows customers to transition from the digital channel to the agent with full context resulting in significantly reduced handle times.

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Digital = Intelligent Assistant

Digital channels consist of an organizations website, mobile app, social platforms, forums, messaging, among many other “digital” paths. Our Intelligent Assistant is your customer’s personal helper when interacting through this contact method.

Jacada Intelligent Assistant is an interactive virtual agent that is capable of assisting your customers simple or complex inquiries through a chat based interface that customers prefer. The Intelligent Assistant goes far beyond simple question-answer – Through a conversational type dialog with the customer, the Intelligent Assistant is able to understand the intent and sentiment and translate this to actionable transactions.

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Outbound = Proactive Outbound Engagement

Organizations that are capable of anticipating the needs of their customers provide improved customer experiences, receive reduced support costs, and benefit from increased loyalty. Proactively reaching out to the customer at the appropriate and desired time is the key to success.

Jacada Outbound Engagement allows organizations to proactively communicate with their customers, regardless of the channel, to improve customer satisfaction and promote valuable long term customer relationships. Event based outbound engagement has proven highly beneficial for both the business and the customer. The customer is contacted through an automated digital self-service channel when needed, effectively preventing the need for the customer to contact the organization. Predefined guided flows eliminate complexity and result in highly satisfied customers.

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Outbound Engagement
Visual IVR (Mobile Engagement)
Intelligent Assistant

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 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.

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

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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.

    • 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.

Humana - Visual IVR Results

Geeta Wilson, Vice President, Consumer Experience - Enterprise Transformation speaks about Humana and Jacada Visual IVR.

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