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Jacada Blog

the right vendor is worth their weight in gold

When implementing a new contact center, or transforming to a next generation one, the most critical piece of the puzzle is not the technologies implemented, but the vendor that does the implementing.

measuring customer experience in less invasive ways

Intruder alert!

While it is crucial to find out exactly how your customer feels, in order to deliver better service, intrusive methods like surveys and callbacks can easily end up shooting your efforts in the foot.

artificial intelligence and better customer service

For over a century we have been using machines, and as technology has advanced, they have taken on an increasing role in our lives, carrying out a variety of daily tasks. Today, it is safe to say we are even dependent for many things on machines designed to act intelligently. Nevertheless, when people hear the term “artificial intelligence,” the instinctual reaction is still one of confusion, concern, and even fear.

digital pivoting is good for your health

Getting consumers to utilize digital channels to raise queries is something the healthcare industry has struggled with – but this can easily be rectified.

customer expectations today

Customer service trends are today driven by the need to meet consumer expectations. However, the evolution of technological innovation together with the shift in the demographics of consumers has led to quickly changing expectations. The main challenge in customer service strategy today lies in its ability to adapt to these changes and to grow in complexity, especially as it becomes increasingly crucial to the success of a company.

digital solutions vendors can implement quickly

Partnering with an external provider is a no-brainer

The rapid implementation of new technologies is crucial to the success of the modern contact center.

hot new contact center technology in early 2017

New technologies for a new era

The contact center space is rapidly evolving, due to a range of exciting new technologies that will significantly alter the industry in the near future.

jacada interaction platform version 8 7

Updates to the Interaction Designer

Powering Jacada Visual IVR and Agent Scripting

Version 8.7

how digital can save your organization money

This additional revenue can then be channeled back into agent upskilling

Contact centers, like any business, face a continuously mounting barrage of costs. Whether we are talking wage increases or rising operational costs, the need to improve efficiencies and limit overheads is a problem that simply won’t go away.

digital engagement on the voice channel

Jacada is dramatically improving the experience of customer service at contact centers around the world. By providing the option to pivot an inbound call to a digital session, customers are able to bypass long hold times and effectively self-service their inquiry. This digital session is launched in-context, when required, and all without the need to download a mobile app.