Don’t let your voice callers be left out of the digital revolution. Deliver a personalized and digital experience to your voice callers, enabling a better customer experience with improved self-service, while still allowing customers to transition from the digital channel to the agent with full context resulting in significantly reduced handle times.
Virtual Agents are 1/12th the cost of a live phone call, and customers prefer the intuitive and familiar chat interface. Engage your digital visitors with Jacada Intelligent Assistant, the only virtual agent on the market that combines the power of transactional flows with natural language dialog.
Your voice callers and your agents still need digital collaboration capabilities, during and after the call. Engagement Rooms enables your agent to share product brochures, forms, documents, co-browse and video chat, all during the voice call! Engagement rooms can persist past the call for seamless continuity of the interaction.
Track customer’s online activity to provide seamless connectivity from the digital to the voice channel. Calls start in context with the customer intent already identified, ensuring a better customer experience and shorter call times.
Remove customer effort by preempting the need for an inbound service call. Proactive outbound engagement ensures your customers are alerted of a problem before they need to call you, lowering your inbound call volume. Customers requiring more information are conveniently guided into self-service flows providing all the information they need.
Transactional self-service is the modern day answer to the knowledge base. Instead of static text articles that are merely “how-to’s”, transactional self-service guides customers every step of the way in a transactional manner, meaning all the back-end integrations take place without needing agent intervention or assistance.
Confusing or complicated product or service offerings often leads to abandonment. Product guidance guides customers through a complex product or service offering in an easy step-by-step manner to match the customer with your best product. No more abandonment!
Capture customer interaction history across all your channels to determine context and intent. Regardless of the interaction channel – whether digital or voice – knowing your customer and their interaction history drives quicker resolution to their inquiries.
Despite the investment in digital self-service solutions, call centers are still inundated with phone calls. More often than not the problem is a lack of digital adoption of these solutions by your customers. Digital Routing determines the optimal channel of resolution for your customer maximizing digital adoption and lowering your inbound call volume.
A Unified Desktop Solution to Eliminate Application Complexity and Simplify Omnichannel Interactions. Purpose built to provide an improved customer service experience by streamlining the agents interactions with a large number of systems.
Eliminate manual processes with Desktop Automation and lower customer effort and reduce agent frustration by automating time consuming and error-prone manual tasks.
By offering instant, contextual guidance during the call, Agents always know the next best action, can easily troubleshoot problems, avoid legal problems, and get the most out of each call.