Jacada Mobile Agent bridges mobile self-service with customer care, allowing business users to quickly create richer mobile customer interactions and reduce service costs
Jacada, Inc., provider of customer service technology designed to simplify the interaction between businesses and their customers, today announced the beta availability of Jacada Mobile Agent, its new mobile product offering.
Designed with patent pending technology to improve customer service, Jacada Mobile Agent reduces inbound call volume by enabling business users to quickly create and offer rich self-service capabilities to users of smart phones and mobile devices without waiting for complex approval and deployment processes. Feature-rich mobile devices are far more engaging than a traditional IVR system and therefore present better and easier options for resolving customer issues.
Jacada Mobile Agent leverages its agile and feature-rich platform to bridge the gap between self-service and traditional customer service contact channels. It does this by allowing the customer to quickly connect to a live agent, when they want, to complete an interaction; all without having to repeat information such as their name, account number, the nature of the call, or any other details needed to resolve their question.
"One of the top sources of customer frustration when calling customer care is the IVR. In fact, IVR has become synonymous with poor customer service because it isn't designed to handle complex customer questions," said Gideon Hollander, chief executive officer of Jacada. "Traditional self-service only works if the problem is easy. However, when customer problems become complicated, the user experience breaks down. With Jacada Mobile Agent, customers will finally be able to take advantage of mobility and experience continuity when starting a self-service interaction, having the ability to complete the interaction in a traditional voice or chat channel."
Jacada Mobile Agent represents the natural convergence of IVR and self-service with smart phone technology. It's about successfully servicing the customer anywhere, anytime, while at the same time reducing the cost to serve.
Jacada Mobile Agent is currently in beta testing undergoing extensive collaborative deployments with large customers worldwide. Jacada expects general availability of Jacada Mobile Agent in the third quarter of 2012 and is currently welcoming applications for its beta program as well as those interested in a proof of concept or pilot to help shape the future of customer care via mobile devices.