Jacada Announces Visual IVR Plus
April 12, 2013
By Rahul Arora, TMCnet Contributor
Jacada (News - Alert), Inc., a provider of customer service technology designed to simplify the interaction between businesses and their customers, recently announced a new offering. Visual IVR Plus enables the users to upgrade the frustrating IVR experience by providing visually guided menus on their customer’s smartphones.
The Visual IVR dialing provides users with a convenient menu driven interface to their IVR, allowing the users to quickly select the options they need, saving them time, and money. Most modern IVR systems run VXML (short for Voice XML). The Visual IVR will read those VXML scripts in real-time and render them out on the user’s smartphone or mobile device. Any changes made to the VXML script are immediately and automatically reflected on the mobile device. Visual IVR fits in seamlessly with the existing IVR technology. If the IVR system currently provides a screen pop, they will retain this feature with Visual IVR.
“Navigating a traditional IVR is tedious and cumbersome, waiting to hear all of the options to make sure that you select the right one. Just as pushing buttons replaced the rotary dial, touching selections on a screen is replacing the push button,” said Guy Yair, co-chief executive officer of Jacada, in a statement. “Your IVR should keep up with how your customers are using their communication device and Visual IVR Plus enables that to happen by allowing them to communicate with customer service in a modern, less frustrating fashion.”
Jacada recently entered into an agreement with a leading Medicare Advantage plan provider in Puerto Rico to provide desktop, agent scripting, and workflow enablement solutions for its call centers. As part of the pact, Jacada's Agent Scripting and Agent Desktop solutions will provide a unique agent and member experience throughout the organization's inbound call center and back-office, while enhancing regulation compliance and consistent customer experience.
Edited by Brooke Neuman