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Leading Credit Card Company Deploys Jacada Visual IVR to Improve Customer Experience

Leading Credit Card Company Deploys Jacada Visual IVR to Improve Customer Experience

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Jacada Visual IVR was selected for its non-app hybrid capability to blend self-service with the human response from the user’s smartphone

Jacada, Inc., a leading global provider of customer service technology designed to simplify the interaction between businesses and their customers, announced today that a leading credit card company has implemented Jacada Visual IVR to improve customer experience and improve customer self-service success. With Jacada Visual IVR, on-demand information is presented with maximum simplicity in an easy to use visual interface, with all the options found in a company’s traditional Interactive Voice Response (IVR) system. Since implementation within the credit card company, results have already shown a major improvement in customer experience and self-service success rates.

Although the company’s mobile app is highly adopted by its users, with over a half-million downloads, thousands of incoming calls were still received every day. With the understanding that a mobile app is not the best fit for every customer, the company searched for a hybrid solution capable of offering direct human response while also encouraging the use of a self-service visual interface. Jacada Visual IVR was chosen as the solution.

Selected for its rich self-service capabilities and seamless connectivity to a live representative at any point during the interaction, the Jacada Visual IVR solution provides consumers an effortless way to connect with companies from their device of choice to get immediate answers. It also enables them to connect with the right people in the company efficiently and in a personalized manner. Jacada Visual IVR increases customer loyalty, decreases the cost to serve, and provides a better overall consumer experience.

Reported results after the first 3 months of live deployment:

  • 25% of consumers used Visual IVR within the first three months
  • 69% completed their journey without human response
  • 66% ranked the service as “very good” or “excellent”

“Jacada Visual IVR has proven to bridge gaps and solve the pains involved between mobile app adoption and customer frustration of traditional IVRs,” says Guy Yair, Co-Chief Executive Officer of Jacada. “The flexible and intuitive visual interface that can be presented by a Jacada Visual IVR implementation is an innovation that many financial institutions have come to appreciate.”

About Jacada

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 touchpoint with the organization, whether at the contact center, on the mobile, the website, or at the retail store. Most Jacada deployments provide a 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
[email protected]

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