Digital customer self-service

Jacada’s Visual IVR provides inbound callers with a personalized and digital engagement platform, improving self-service and lowering call times. Jacada can also be used for outbound interactions to drive sales and other relevant use cases, such as: contextual guidance during a call which ensuring the agent always knows the next best action.

Jacada can leverage existing IVR projects and in no time provide a visual view of the IVR menus, operating with or without a native mobile app and allowing all callers to benefit from the rich digital medium.

References

KPIs

• First contact resolution
• Opt-in rate
• Average handle time
• Call volume
• Agent training
• Sales conversion
• Customer loyalty and reduced effort

Use cases

• Engage Service Customers Across Channels – Reduce effort and delight customers with a digital first engagement
• Proactive Engagement – Increase conversions and reduce abandonment by proactively engaging site visitors
• Visual IVR – Improve the IVR experience by digitally and visually enabling your voice IVR