Jacada issued a patent for its Visual IVR technology behind a more consistent and contextual method of intelligent transition from self-service to agent assisted service
Atlanta, Apr 30, 2015 - Jacada, Inc., a leading global provider of customer service technology designed to simplify the interaction between businesses and their customers, announces the issuance by the United States Patent and Trade Office (USPTO) of US Patent No.: US 8,995,646 B2 granting Jacada exclusive rights as the inventor of Visual IVR technology that includes a system and method for identifying a caller via a call connection, and matching the caller to a user session involving the caller.
Jacada introduced its Visual IVR product to the market to solve customer service frustrations experienced when traditional computer-based customer support systems, such as automated attendants or interactive voice response (IVR), fail to allow the customer to resolve an issue resulting in the need to still speak with a human customer service agent to resolve the issue. The invention pertains to the field of self-service processes, systems, and applications, that allow a more consistent and contextual method of self service, call routing, and intelligent transition from self-service to agent assisted service.
“The patent issued reassures Jacada’s customers that our intellectual property gives them a competitive advantage and the assurance that our customer service technology solutions, that they in turn are using to conduct their business with their customers, are designed in such a unique way that they warrant the legal protection afforded by the secured exclusivity of a U.S. patent”, says Guy Yair, Co-Chief Executive Officer of Jacada. “Already in use by Fortune 500 ranking companies, it is also a testament to Jacada’s technology innovation.”
Jacada’s patented Visual IVR technology works by determining that an agent-assisted service session should be initiated between a user and a human agent at some point after the user has initiated a user session, wherein the user session produces user session data; generating one or more temporary agent access numbers through which a communication channel may be established between the user and the human agent for the agent-initiated session.
The full text of the patent is available on the website of the United States Patent and Trademark Office at www.uspto.gov.
Jacada provides solutions that simplify and improve the effectiveness of customer interactions. Jacada’s mobile, customer, agent desktop and process optimization solutions help companies reduce the cost of their operations, drive customer satisfaction, and provide a complete return on investment within the first year 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