Visual IVR is highlighted to spotlight Jacada as a vendor that is changing the industry
Atlanta, Oct 18, 2016 – Jacada, Inc. (OTCQB: JCDAF), a leading international provider of customer experience technology designed to simplify the interaction between businesses and their customers, proudly announced today that it has received a 2016 Technology Innovation Award from Ventana Research for its Visual IVR technology. These Awards, presented annually, identify the technologies that have had or have the potential to have the most striking positive impact and honor their providers. The Technology Innovation Awards are the most prestigious annual industry technology awards backed by a proven industry analyst firm with market research and expertise across business and IT. The awards thus recognize pioneering vendors that contribute advancements in technology that drive change and increased value for organizations worldwide.
Jacada Visual IVR is a “no-app needed” mobile solution that extends the standard voice IVR visually onto digital channels, enabling a personalized omnichannel customer experience. It can enable a seamless blend of self-service with agent-assisted service across all digital channels including interactions via the web or with existing mobile apps. Jacada Visual IVR has been proven to reduce customer effort, improve self-service, and shorten call times. When and if a customer chooses to speak to an agent, Jacada Visual IVR enables Real Time Collaboration so that the agent can walk a customer through shared documents and images in real time through a dual digital and voice collaboration. Jacada Visual IVR is designed to easily integrate with existing CRMs and agent desktops allowing agents to see the path taken by the customer and the data entered in the Visual IVR session, resulting in a warm and seamless transition to the contact center, with no repeating of information, and an increase in customer satisfaction.
“I would like to congratulate all the vendors that have submitted for the Technology Innovation Awards as the volume and quality of submissions were exceptional this year,” said Mark Smith, CEO and chief research officer of Ventana Research. “The level of digital innovation in technology continues to grow dramatically, making the challenge to select the winner in each category very difficult. Congratulations to the winners for the investments to technology that are advancing the industry and supporting the needs of business and IT with your products and technology.”
“Jacada continues to receive recognition for the innovative technology demonstrated by Jacada Visual IVR,” says Guy Yair, Co-Chief Executive Officer of Jacada. “We are honored to be recognized by a proven industry analyst firm such as Ventana Research as a technology innovator that contributes to the enhancement and productivity of business and IT processes.”
Additional reasons for the company’s selection of Jacada Visual IVR: Visual IVR provides a seamless and contextual connection from the self-service session to the assisted service session. With a rich screen pop to the agent and through dual voice and digital collaboration; web links, documents, files, and forms can be shared in real time between agent and customer. This in-context information can be used to personally greet inbound contacts, route contacts to more appropriate queues, and also provide customer care agents with a history of the customer’s journey of interacting with and contacting the company. This empowers customer service agents with the information they need to personally address customer needs more efficiently and quickly, enabling reduction of customer effort, improved self-service, and shortened call times.
Jacada Ltd. 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.
About Technology Innovation Awards
The Technology Innovation Awards distinguish pioneers that have developed clear visionary and transformative technology. The Technology Innovation Awards showcase what technology vendors have done to advance the computing potential of their applications and technology so that it can be used to drive better efficiency and productivity as well as the outcomes and performance of an organization. The Ventana Research Technology Innovation Awards cover 30 business and technology categories and are open for organizations across business and IT, technology vendors and consulting firms. Submissions are evaluated based on the stringent guideline set out by awards program criteria.
About Ventana Research
Ventana Research is the most authoritative and respected benchmark business technology research and advisory services firm. It provides research-based insight and expert guidance on business process and mainstream and disruptive technologies. To learn how Ventana Research advances the maturity of organizations’ use of information and technology through benchmark research, education and advisory services, visit www.ventanaresearch.com.
A. Lee Judge
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