Jacada, Inc., a leading global provider of customer service technology designed to simplify the interaction between businesses and their customers, recently announced the availability of Visual IVR (Interactive Voice Response) for Cisco.
This technology will improve the customer experience with traditional IVR systems through efficiency and convenience. Specifically, Visual IVR for Cisco will significantly reduce call times, reduce inbound call volume, and improve customer satisfaction—all by providing a “touch” feature for customers to navigate their way through a traditional IVR instead of responding to voice prompts.
“We’ve seen a tremendous shift in communication patterns over the last four years, and customers are demanding improved access to organizations via their mobile devices,” said Guy Yair, Co-Chief Executive Officer of Jacada. “This growth in mobile devices has been the impetus for us to design a new way for customers to visually interact with an IVR in a convenient touch manner they have become accustomed to.”
The customer experience is optimized with the touch features, as the Visual IVR gives consumers more options for resolving their questions or issues. Users do not have to listen for prompts, and can instead control their experience by selecting menu options visually and utilizing self-service capabilities with the rich features on mobile devices. If customers want to connect with a live agent to complete the interaction, they can seamlessly do that as well without having to repeat information.
For businesses, it will be easy to integrate this new technology, as Jacada Visual IVR for Cisco works closely with an existing Cisco Unified Customer Voice Portal. This means a shorter time to implementation and a lower cost to configure.
Jacada said that because Visual IVR for Cisco works well with the existing technology with the ability to reuse the existing voice IVR, the ROI is further increased for businesses.