Visual IVR solution chosen to reduce call volume, increase mobile adoption, and enhance member experience
Atlanta, GA – Dec 17, 2015 – Jacada, Inc., a leading global provider of customer experience technology designed to simplify the interaction between businesses and their customers, announced today that a material transaction for the deployment of its Visual IVR solution has been executed with a Fortune 500 company, one of America’s largest health insurance providers. The Jacada Visual IVR solution will enhance both the customer and contact center experience.
Handling several million calls per month through its thousands of contact center agents, the company expects to reduce average call handle time, increase mobile adoption by its members, and inject additional efficiencies into the entire member services process.
The Jacada Visual IVR solution provides consumers an effortless way to connect with companies from their device of choice to get immediate answers. It enables them to connect with the right people in the company efficiently and in a personalized manner. Visual IVR increases customer loyalty, decreases the cost to serve, and provides a better overall consumer experience.
“For health insurance companies, a solution such as Jacada Visual IVR allows members to perform a greater level of self-service such as checking claim status, requesting ID cards, reviewing their benefits, and even tasks such as locating providers on their mobile devices,” says Guy Yair, Co-Chief Executive Officer of Jacada. “The Jacada Visual IVR solution has already provided significant benefits to companies of this size and continues to receive very positive feedback from its users.”
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.
A. Lee Judge
Senior Digital Marketing Manager