New consumer-facing digital experience planned to go live in time for holiday season
Atlanta, Oct 11, 2016 - Jacada, Inc. (OTCQB: JCDAF), a leading international provider of customer experience technology designed to simplify the interaction between businesses and their customers, announced today that one of the largest suppliers of appliances in the world has chosen Jacada Visual IVR to add efficiency to the customer experience, while creating time and cost savings for the contact center.
The appliance manufacturing giant will implement Jacada Visual IVR in a manner that will enable consumers to schedule, reschedule, and cancel appliance delivery and installation with ease through a “no-app-needed” visual interface. This will allow the company to significantly lower its call volume while increasing customer self-service success. The selection of Jacada Visual IVR was due to the need to improve self-service rates beyond the existing IVR and give consumers an effortless way to connect with the company from their device of choice to get immediate answers. If a caller chooses to speak to an agent, Jacada Visual IVR enables them to connect with the right people in the company efficiently and in a personalized manner. Jacada Visual IVR increases customer loyalty, decreases the cost to serve, and provides a better overall consumer experience.
“Jacada Visual IVR was chosen over other offerings because of its unique and innovative customer experience as well as its ability to be so easily deployed,” says Guy Yair, Co-Chief Executive Officer of Jacada. “Our new customer is one of the largest, most well-known appliance companies in the world, and joins a growing list of Jacada customers that are major household names.”
Additional reasons for the company’s selection of Jacada Visual IVR: Visual IVR provides a seamless and contextual connection from the self-service session to the assisted service session. With a rich screen pop to the agent and through dual voice and digital collaboration; web links, documents, files, and forms can be shared in real time between agent and customer. This in-context information can be used to personally greet inbound contacts, route contacts to more appropriate queues, and also provide customer care agents with a history of the customer’s journey of interacting with and contacting the company. This empowers customer service agents with the information they need to personally address customer needs more efficiently and quickly, enabling reduction of customer effort, improved self-service, and shortened call times.
Jacada Inc. enables organizations to deliver effortless customer self-service and agent assisted interactions by implementing cutting-edge mobile, smart device, and web based visual IVR solutions, as well as optimized agent desktops, and business process optimization tools. Customers can benefit from an improved customer experience at every touch point with the organization, whether at the contact center, on the mobile, the website, or at the retail store. Most Jacada deployments provide complete return on investment within the first three to seven months after deployment. Founded in 1990, Jacada operates globally with offices in Atlanta, USA; London, England; Munich, Germany; and Herzliya, Israel. More information is available at www.Jacada.com.
A. Lee Judge
Senior Digital Marketing Manager