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Reduce inbound call volume by at least 10% while delivering a superior customer experience. Guaranteed.

Customer lifetime value and ARPU are only meaningful when you get your customers to stay with you. High churn is placing immense pressure on telecoms to improve the customer experience. However, delivering an exceptional customer experience in today’s digital world poses a unique challenge for telecoms: On one hand, the digital customer is demanding that interactions be low effort, efficient and on the channel of their choice. Telecoms, on the other hand, want to ensure low inbound call volume to free capital for other projects, while delivering an exceptional customer experience to reduce churn. Reconciling these two seemingly competing goals can be challenging.

Jacada’s Contact Hub digitally engages your customers in their existing journey – whether it’s an inbound web-based session, an inbound voice inquiry, or a proactive outbound event driven engagement. Jacada’s Contact Hub drives your customer’s use of existing digital assets to effectively lower inbound call volume. Voice callers are seamlessly and contextually pivoted to a mobile digital self-service interaction, inbound web-based customers are greeted and assisted by an intelligent virtual assistant, and all other customers benefit from event-based outbound engagement. In addition, customers requiring assisted service benefit from a full set of agent productivity tools that ensure seamless continuity from the digital session.

The Jacada Contact Hub is provided on a single platform ensuring reuse, lower cost of ownership and rapid time-to-market. And there’s no need to rip-and-replace what you have.

The Jacada Contact Hub includes:

Engage voice callers with Visual IVR – Research shows that 82% of interactions still end up in the contact center. With Visual IVR, Voice Callers are seamlessly shifted to the digital channel where they receive a personalized and digital experience, enabling a better customer experience with improved self-service. In fact, Visual IVR deployments show self-service on the digital channel improves by as much as 90% over the traditional voice IVR! Moreover, visual IVR interactions bring all the digital assets together in one convenient interface, offering channel choice to the customer.

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Engage digital customers with 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 giving your customers the best of both worlds. Combined with our integration and automation technology means a virtual agent that not only answers your customers, but is also transactional.

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Proactively engage customers with Outbound Engagement – It’s been said that the future of customer service is no-service – meaning, reach out to your customers before they need to reach out to you. Proactive engagement notifies customers on their channel of choice and conveniently drives into a digital interaction, preventing a spike in inbound call volume.

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Be there when needed with our Agent productivity solution – Customers needing assisted service need full continuity from their digital session. From automation to full agent desktops, Jacada delivers context, intent and continuity from self to assisted service.

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Use cases in the telecommunications industry:

Technical Support

Calls into telecoms are becoming increasingly complicated, from network issues to app issues to device issues. Allow callers to troubleshoot digitally and help reduce inbound call volume.

Billing Inquiries and Disputes

A large portion of inbound call volume is often as a result of billing issues. Let our Intelligent Assistant answer those inquiries for your web visitors, or let Visual IVR allow voice callers to see visual bill explanations.

Network Issues

Proactively notify customers of service outages to prevent a spike in inbound call volume.

Service Changes

Increase the lifetime value of a customer and reduce churn by allowing customers to easily select new plans and add-on services, all from the convenience of their mobile phone.

The Jacada Contact Hub Provide an effortless, personalized and digital experience to drive containment and next issue avoidance