The Shift to Mobile Breathes New Life into Old Interactive Voice Response Systems
ATLANTA– Oct. 14, 2014 –Jacada, Inc., a leading global provider of customer service technology designed to simplify the interaction between businesses and their customers, has released a white paper from the 451 Research Mobility Team (powered by Yankee Group) revealing that the need to support more sophisticated customer interactions is only increasing the complexity of delivering superior customer experiences. The study, which looked at customers’ top preferences for interaction, clearly determined that new channels such as self-service apps, visual IVR, mobile chat, and mobile web sites have gained popularity during the past four years.
The paper, titled “The Shift to Mobile Breathes New Life Into Old Interactive Voice Response Systems” and authored by 451 Research Mobility Team (powered by Yankee Group) Sheryl Kingstone, discusses how it is critically important that businesses not only improve the overall customer experience, but also drive efficiencies across all customer touch points.
A group of 500 consumers were questioned regarding their behaviors and expectations when it comes to interacting with customer service and using their mobile phones for both assisted and self-service interactions. Respondents were specifically asked on a scale of 1-10 the likelihood of a visual IVR solution improving the customer’s opinion of the company or the likelihood visual IVR will have an impact on him or her choosing to do business with the company more often. The report also highlights the consumer survey results and examines insights gained to improve customer experience, lower average handle time (AHT) and ensure first contact resolution (FCR).
Jacada solutions help organizations improve their customer experiences and reduce their operational costs. Jacada enables organizations to deliver advanced customer and agent interactions by implementing cutting‐edge mobile customer service and visual IVR solutions, agent desktops, and process optimization tools. Customers can benefit from an improved customer service experience at every touch point with the organization, whether at the call center, on the mobile, or at the retail store. Jacada projects often deploy in less than six months, and customers often realize a complete return on investment within 12 months of 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 the Author
Sheryl Kingstone, Research Director –451 Research Mobility Team (powered by Yankee Group)
Research Director Sheryl Kingstone focuses on improving the customer experience across all interaction channels for customer acquisition and loyalty. As part of the 451 Research Mobility team, which was established in July 2014 with the integration of Yankee Group, she helps operator and enterprise clients make decisions regarding the use of technology, business processes and data to boost revenue and optimize business performance. She also assists vendors with custom research projects, messaging and positioning, as well as product road map evaluations. Kingstone researches and writes on the top trends in mobile marketing and commerce along with cross-channel customer experience technologies.
A. Lee Judge
Marketing Programs Manager