Jacada Visual IVR creates a visual user experience that enables accessibility of postal information from anywhere and any time – customer intent and package tracking is solved quickly and effectively
Atlanta, GA – October 30, 2015 – Jacada, Inc., a leading global provider of customer service technology designed to simplify the interaction between businesses and their customers, announced that an international postal company has implemented Jacada Visual IVR to enable customers to communicate customer intent, access parcel tracking, and locate branch information from their smart devices. Results show significant improvement in customer experience while increasing call deflection and reducing the average call time.
The Visual IVR technology extends the existing voice call trees of traditional Interactive Voice Response (IVR) systems to visual menus that are personalized with real-time customer information that is easily accessible from any mobile device. The technology enables the organization to move customers from a voice interaction (Via IVR) to a self-service interaction conducted over smartphones.
At any stage during the visual interaction the user is able to connect directly and seamlessly with a live representative to continue his or her query without losing context or having to repeat information. The results show: High opt-in and adoption of the visual IVR self-service. The majority of opt-ins (around 80%) successfully resolve their intent in the Visual IVR.
As a result of the reported success, the postal company is reviewing capabilities of adding more visual self-service options beyond call intent such as barcode scanning, appointment scheduling, telegram sending, and having the visual self-service accessible from the company’s website and kiosks. The company is also investigating the possibility of using Visual IVR for outbound messaging – that is, sending text alerts of closed branches or when a parcel reached its destination.
“Currently we are reviewing many technologies to improve customer experience. Jacada was selected for its recognized ability to implement high quality solutions at low cost per value,” says CIO of the postal company. “We will keep launching advanced services to our customers including speech recognition to the voice channel and more.”
According to Guy Yair, CEO of Jacada, “The solution implemented by this International Postal Company is based on the capability of the Jacada Omnichannel platform to identify every customer interaction and make it accessible from multiple digital channels (smart devices, web, social networks, and more). This solution is the beginning of a long journey undertaken by this postal company to make more and more digital channels accessible and to improve customer service.”
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