Jacada and Vocantas join to bring utility customers self-service with visual interactive menus
“Visual IVR puts the power of the smartphone graphic screen into the Utility customer’s hand” says Guy Yair, Jacada’s Co-CEO. “Improving customer service by speeding up the time it takes to check a balance, pay a bill, or report an outage will not only improve end-user satisfaction but will ultimately reduce operational costs for the utility, as customers increasingly self-serve rather than hit the call centre queue,” Yair concludes.
“At the end of the day, Utility companies want to provide excellent customer service to accompany the delivery of essential utility services to their clients, at a price tag that doesn’t add costs to the end users bill,” said Gary Hannah, Vocantas CEO. “Using Visual IVR Utilities OnCall, utilities can put the power of smartphone technology to work, and give their clients an awesome experience using self-serve tools. Why not pay your utility bill with the swipe of your finger on your smartphone, with as much effort as it takes to choose a song from a menu on your iPod?” asked Hannah.
Utilities already rely on the benefits of Interactive Voice Response (IVR) to serve their customers. Extending existing IVR infrastructure for accepting bill payment, recording meter reads and checking account balances, to the screen of their end-users smartphone is a natural migration for utility companies. Taking advantage of the handsets that end customers already use as part of their daily lives ensures that Vocantas utility customers have an opportunity to keep step with technology.
“Continuing to offer the best in IVR technology is a job we take seriously at Vocantas, and Visual IVR is the best new offering available today,” said Hannah. “We offer our customers excellent solution options and industry expert advice to help them select the right solution to meet their end user needs.”
About Jacada
Jacada solutions improve an organization’s customer experiences and reduce their operational costs. Jacada enables them to deliver advanced customer and agent interactions by implementing cutting edge mobile customer service and visual IVR solutions, simplified agent desktops, and process optimization products. 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 Jacada.com.
About Vocantas
Vocantas is a leading developer of hosted and premise-based interactive voice response solutions (IVRS) using advanced computer telephony and speech recognition technology to provide businesses and service providers with more efficient outreach capabilities. Vocantas solutions help organizations in the higher education, utilities, healthcare and customer service environments improve outreach and engagement while reducing operating costs. vocantas.com
Contact Vocantas
Keri Fraser
VP Marketing and Business Development
613.271.8853 just say “Keri”
[email protected]
www.vocantas.com