Jacada Visual IVR Honored for Helping Clients Improve the Customer Experience
Atlanta, August 2, 2016 – Jacada, LTD. (OTCQB: JCDAF), — Jacada announced today that TMC, a global, integrated media company, has named Jacada Visual IVR as a recipient of a 2016 CRM Excellence Award, presented by CUSTOMER magazine.
Jacada Visual IVR extends the standard voice IVR visually on digital channels to enable an omnichannel customer experience. Whether your customers are calling the IVR directly, interacting with your website, or using your mobile app, Jacada Visual IVR is there to reduce your customers’ effort, improve self-service, and shorten call times. Jacada Visual IVR provides a consistent interaction across all channels or touchpoints. For customers requesting agent assistance, Jacada Visual IVR will ensure a seamless transition to the agent. Integrated with your CRM or Agent Desktop, the agent will see the path taken by the customer and the data entered in the Visual IVR session, enabling a warm and seamless transition to the contact center with no repeating of information. This improves the customer experience and reduces Average Handling Time.
“Calls that originate in the Visual IVR are not only shorter, but can also become a collaboration between the agent and the customer,” said Chris du Toit, Chief Marketing Officer of Jacada. “The collaborative experience further reduces AHT and increases customer satisfaction.”
“The 17th Annual CRM Excellence Award honors Jacada for being a true CRM partner to its customers and clients,” said Rich Tehrani, TMC’s CEO and Group Editor-in-Chief. “Jacada has demonstrated to the editors of CUSTOMER magazine that Visual IVR improved the processes of their clients’ businesses by streamlining and facilitating the flow of information,” added Tehrani.
Based on hard data, the CRM Excellence Awards rely on facts and statistics demonstrating the improvements that the winner’s product has made in a client’s business. Winners were chosen on the basis of their product or service’s ability to help extend and expand the customer relationship to become all encompassing, covering the entire enterprise and the entire lifetime of the customer.
The 2016 CRM Excellence Award winners are highlighted in the June 2016 issue of CUSTOMER magazine.
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.
Since 1982, CUSTOMER magazine (formerly Customer Interaction Solutions) has been the voice of the call/contact center, CRM and teleservices industries. CUSTOMER has helped the industry germinate, grow, mature and prosper, and has served as the leading publication in helping these industries that have had such a positive impact on the world economy to continue to thrive. Through a combination of outstanding and cutting-edge original editorial, industry voices, in-depth lab reviews and the recognition of the innovative leaders in management and technology through our highly valued awards, CUSTOMER strives to continue to be the publication that holds the quality bar high for the industry. Please visit http://www.customer.tmcnet.com.
A. Lee Judge
Senior Digital Marketing Manager