The Ultimate Solution: Jacada Visual IVRToday, with over 1 billion smartphone users worldwide and growing, web self-service is now the most commonly used communication touch point—the first and only channel ever to exceed the phone. However, Voice IVR’s have severe limitations that drive customers crazy, including the endless menus, confusing options, poor voice recognition, limited ability to collect information and more. Therefore, despite the widespread investment many brands have made in Voice IVR, many customers are calling anyways, especially during the holiday season. In fact, studies show only around 20% resolve their issue on their own without calling a contact center. Therefore, for many companies, the trend towards Visual IVR is more critical than ever for efficient call center management, and today the provider used by more organizations globally than any other is Jacada.
Transformation: A Personal Digital Experience for Your Voice IVRToday, 84% of customers report frustration when agents lack access to the necessary personal information which is required to address their question. On the other hand, Jacada Visual IVR delivers a personalized customer-specific digital experience to voice callers, allowing customers to transition from the digital channel to the agent with full context, significantly reducing call handle times and improving self-service success rates by more than 10% based on their deployment at Fortune 500 companies around the world.
Centralization: All your Digital Assets in a Single LocationJacada Visual IVR enables agents to pivot an inbound call to a digital interaction and thus surface all of a brand’s digital assets, in a single location, to voice callers. This significantly increases the chances that customers will also pivot and utilize a company’s various digital assets to efficiently solve all their self-service their needs.
Mobilization: A Cross-Channel Customer Service ExperienceJacada Visual IVR enables a cross-channel customer service presence, offering customers a seamless transition from self-service to assisted service, whether on the web, mobile or voice engagement, while consistently maintaining the context of the customer’s original intent.
Virtualization: An Interactive Virtual AgentJacada Visual IVR deploys the Jacada Intelligent Assistant, an interactive virtual agent to guide the digital customer journey. Available 24/7 across all channels, the Intelligent Assistant utilizes natural language processing which allows it to understand the intent of the customer and intuitively help customers with all their sales and customer service support related needs. Despite the challenges of the holiday season, call centers that adopt the most beneficial solutions, such as Jacada Visual IVR, to best assist their customers, employees, and companies as a whole, can fully take advantage of the holiday season, and turn into one to be truly celebrated.
[About the author] Dylon Mills is the Director of Marketing Content Strategy & Development at Jacada. As such, Dylon’s main responsibilities are to strategize, create and deliver content for Jacada’s product portfolio that align with the global Go-To-Market strategy, corporate positioning, and marketing campaigns. Dylon’s prior work experience includes Product Management at one of the top Fortune 500 Technology companies, Symantec Corporation. Outside of work, Dylon enjoys problem-solving and any project that includes building/tinkering with tools. Dylon holds a BS Consumer Economics from the University of Georgia.