New Jacada product converts voice prompt IVR experience into a menu driven customer interaction for mobile devices and websites
ATLANTA– April 11, 2013 –Jacada, Inc., a leading global provider of customer service technology designed to simplify the interaction between businesses and their customers, today announced the introduction of Visual IVR Plus, its new IVR enhancement offering. Designed with patent pending technology to utilize a company’s existing IVR (Interactive Voice Response) scripts, Visual IVR Plus reduces caller frustration and in-bound call time by presenting users with a menu-driven interface; without requiring them to listen to and remember long menu trees. A customer can simply touch their way through a Visual IVR system using a graphical interface designed for a more engaging customer experience than traditional voice prompt IVR systems. The result is an improved customer experience and increased customer satisfaction.
“Navigating a traditional IVR is tedious and cumbersome, waiting to hear all of the options to make sure that you select the right one. Just as pushing buttons replaced the rotary dial, touching selections on a screen is replacing the push button,” said Guy Yair, co-chief executive officer of Jacada. “Your IVR should keep up with how your customers are using their communication device and Visual IVR Plus enables that to happen by allowing them to communicate with customer service in a modern, less frustrating fashion.”
Jacada Visual IVR Plus leverages existing IVR investments by reading existing Voice XML scripts or other proprietary protocols. Changes made to the script are immediately and automatically reflected on the mobile device or web interface. Contact centers utilizing Visual IVR Plus can benefit from:
- Reduced call times
- Reduced hold times
- Greater customer satisfaction
- Fewer customers pressing zero out of frustration
- Better call routing
Jacada Visual IVR Plus represents the natural evolution of the IVR and self-service with smart phone and web technology. Jacada Visual IVR Plus is an easy to deploy IVR enhancement that can serve as an introduction to Jacada’s Mobile Agent product which allows business users to build interactive flows, independent of the IVR, that communicate with back-end customer service databases and agent desktops.
A well attended webinar was held on April 9th explaining Visual IVR. A second webinar is scheduled on Tuesday April 16th. Registration for the event is available here.
For more information about Jacada Visual IVR .
Jacada provides solutions that simplify and improve the effectiveness of customer interactions. Jacada’s mobile, customer, and agent desktops as well as 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; Herzliya, Israel; and Stockholm, Sweden. More information is available at www.Jacada.com.
A. Lee Judge
Marketing Programs Manager