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Jacada Products Overview

Intelligent Assistant
Intelligent Assistant

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.

DNI and Beacons
DNI and Beacons

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.

Outbound Engagement
Outbound Engagement

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
Transactional Self-Service

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.

Product Guidance
Product Guidance

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!

Context Store
Context Store

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.

Digital Routing
Digital Routing

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.

Workspace
Workspace

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.

Integration and Automation
Integration and Automation

Eliminate manual processes with Desktop Automation and lower customer effort and reduce agent frustration by automating time consuming and error-prone manual tasks.

Agent Guidance
Agent Guidance

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.

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