Jacada Mobile Agent bridges mobile self-service with customer care, allowing business users to quickly create richer mobile customer interactions and reduce service costs.
ATLANTA– June 5, 2012 –Jacada, Inc., a leading global provider of customer service technology designed to simplify the interaction between businesses and their customers, today announced the beta availability of Jacada Mobile Agent,
its new mobile product offering. Designed with patent pending technology to improve customer service, Jacada Mobile Agent reduces inbound call volume by enabling business users to quickly create and offer rich self-service capabilities to users of smart phones and mobile devices without waiting for complex approval and deployment processes. Since they are far more engaging than an IVR system, feature-rich mobile devices present better and easier options for resolving customer issues. Jacada Mobile Agent leverages its agile and feature-rich platform to bridge the gap between self-service and traditional customer service contact channels. It does this by allowing the customer to quickly connect to a live agent, when they want, to complete an interaction; all without having to repeat information such as their name, account number, the nature of the call, or any other details needed to resolve their question.
“One of the top sources of customer frustration when calling customer care is the IVR. In fact, IVR has become synonymous with poor customer service because it isn’t designed to handle complex customer questions,” said Gideon Hollander, chief executive officer of Jacada. “Traditional self-service only works if the problem is easy. However, when customer problems become complicated, the user experience breaks down. With Jacada Mobile Agent, customers will finally be able to take advantage of mobility and experience continuity when starting a self-service interaction, having the ability to complete the interaction in a traditional voice or chat channel.”
“I believe if companies design mobile self-service apps with the customer in mind, then apps such as Jacada Mobile Agent could become popular with consumers and help organizations beat operational and business goals” says Richard Snow, VP and Research Director at Ventana Research.
Jacada Mobile Agent represents the natural convergence of IVR and self-service with smart phone technology. It’s about successfully servicing the customer anywhere, anytime, while at the same time reducing the cost to serve.
Jacada Mobile Agent is currently in beta testing undergoing extensive collaborative deployments with large customers worldwide. Jacada expects General Availability of Jacada Mobile Agent in the third quarter of 2012 and is currently welcoming applications for its beta program as well as those interested in a proof of concept or pilot to help shape the future of mobile care. Contact Jacada to see how Jacada Mobile Agent transforms your customer service strategy.
For more information about Jacada Mobile Agent or to inquire about our Beta program, visit https://www.jacada.com.
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.
This news release may contain forward-looking statements as that term is defined in the Private Securities Litigation Reform Act of 1995. The words “may,” “could,” “would,” “will,” “believe,” “anticipate,” “estimate,” “expect,” “intend,” “plan,” and similar expressions or variations thereof are intended to identify forward-looking statements. Investors are cautioned that any such forward-looking statements are not guarantees of the future performance and involve risks and uncertainties, many of which are beyond the Company’s ability to control. Actual results may differ materially from those projected in the forward-looking statements as a result of various factors including the performance and continued acceptance of our products, general economic conditions and other Risk Factors specifically identified in our reports filed with the Securities and Exchange Commission. The Company undertakes no obligation to update or revise any forward-looking statement for events or circumstances after the date on which such statement is made. Jacada is a trademark of Jacada Inc. All other brands or product names are trademarks of their respective owners.
A. Lee Judge
Marketing Programs Manager