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Title: Everything You Ever Wanted to Know About Visual IVR - You Ask, Experts Answer!
Webinar Replay

Attend a Q&A Webinar featuring guest speaker, Martin Hill-Wilson, customer engagement strategist and Founder of Brainfood Consulting

Grill our panel of experts on your burning questions related to Visual IVR and digital customer experience. Submit your question today!

Find out how companies are using Visual IVR to channel pivot expensive voice calls into a personalized digital self-service experience resulting in call reduction by at least 10%.

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Title: Roundtable: IVR and Self-Service 2017
Hosted by CRMXchange and presented by Jacada, Inbeta and Inference

Much like any other technology, IVRs have evolved significantly. Originally serving primarily as a voice routing engine, IVRs are now taking center stage in the digital customer experience. The line between the IVR, Virtual Agents and your website is blurring fast. Chat remains the number one way customers want to talk to brands and they often want to talk when customer service teams are offline.

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What's Next For Digital Customer Service?

- Webinar Replay -

Making sure your contact center's strategic agenda stays up to date needs constant outside-in attention. Changing customer behavior, disruptive brands and new technologies are reforming contact centres as the top touchpoint in a digital economy. It's where digital and human assistance needs to be expertly blended. It's where the needs of customers are anticipated and resolved ahead of time. It’s the place that makes customer outcomes easy or frustrating. It’s a key experience that either bonds and repels customers in their relationship with your brand.

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Join Micah Solomon to discuss where to put more, or less, human interaction into customer service and the customer experience.

One of the challenges of our time is deciding where to put more, or less, human interaction into customer service and the customer experience. Micah Solomon will explore customer experience in the age of social media, self-service, global competition and endless distractions. This discussion will focus on the largest buying power in the marketplace today - the digital-savvy consumer. Are you ready to serve them, profit from them, and keep them coming back? Micah’s renowned research and writing on the subject for enliven this unique presentation

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Webcast: Driving Digital Adoption via Customer Intent The Jacada Contact Hub
Hosted by CRMXchange

According to Forrester, 40% of consumers have a high willingness, and ability, to shift spend. It only takes a single experience for the empowered customer to stay or leave the company. In 2017, says Forrester, one-third of businesses will shift to customer-obsessed operations and effectively compete on the basis of experiences. Delivering outstanding customer experiences means delivering great self-service assets.

Introducing the Jacada Contact Hub - the industry’s first Digital Routing Engine to drive digital adoption and lower inbound call volume by right channeling customers to the proper digital channel. Engage your customers where they are - whether it’s an inbound digital session, a voice inquiry, or a proactive outbound alert.

Jacada will demonstrate how digital routing, virtual assistance and outbound engagement can be accomplished, using a single platform to provide a continuous and personalized customer experience.

Learn how the following capabilities, geared to drive digital adoption and improve the customer’s experience, are easily performed with the Jacada Contact Hub:

  • Pivot voice calls into a personalized, self-service interaction.
  • Engage website visitors with a Virtual Agent to fully assist and resolve the inquiry there and then.
  • Send proactive notifications to lower inbound call volume.

2017 is the year to get closer to your digital customer – are you up to the challenge?

Webcast: Driving Digital Adoption via Customer Intent – The Jacada Contact Hub

The State of IVRs in 2017

Produced and hosted by and CRM magazine.

Interactive voice response (IVR) systems have been the backbone of contact centers and self-service solutions for decades.

Join Convergys, Jacada, and NICE for this 60-minute Roundtable Webinar to learn where the market is now, and where it is headed in the next 12 months. We will cover digital transformation issues, the exploding mobile segment, and how IVR fits into cross-channel/omnichannel best practices.

In this session you will learn the following:

  • How to deliver great customer experiences by improving self-service adoption.
  • How IVR systems can be extended to digital channels.
  • How context-aware IVRs can turn interruptions and channel-hopping into streamlined, stress-free customer journeys.
  • How natural language understanding and visual IVRs can help you adapt to your customers' busy lifestyles.
  • Why IVR optimization is key to serving the broader, critical objective of digital containment.
  • How analytical capabilities ensure IVR processes serve both customer experience and internal business objectives.

Prepare your 2017 IVR strategy with this expert panel in just 60 minutes. It will be worth your time.

Roundtable: The State of IVRs in 2017