Jacada is providing customer service automation solutions to boost the productivity of the new and growing work-at-home contact center workforce. As greater demands are being placed on customer service and fewer experienced agents are available, our technology boosts call deflection rates and NPS drastically

Jacada, Inc., a global pioneer in customer service automation software, has been monitoring the impact the coronavirus has had on contact centers. In response, Jacada is offering award-winning customer service automation solutions at no cost during the COVID-19 pandemic. The offer is available for a limited time. Conditions apply.

“Today, customer operations leaders across industries are responding to changing customer interaction patterns. The unexpected increase in demand for customer service has hit contact centers at a time when the customer service workforce is at a reduced capacity due to work-at-home constraints and the unfortunate case of agents falling ill due to the coronavirus”.

“As customers expect businesses to serve them with empathy and clarity, the need for agility within the customer operation has never been greater”, said Yochai Rozenblat, CEO, Jacada.

Marketing Technology News: PPT Solutions Announces Kathryn Martin as New Vice President of Human Resources and General Counsel

“Our customer service automation solutions harmonize and elevate existing contact center systems to provide the agility businesses need to be able to pivot in times of crisis,” he added.

Contact center leaders can select from a host of customer service automation solutions offered on Jacada Interact, a low code automation platform recognized by leading analysts such as Gartner, Everest and HFS Research.

Marketing Technology News: SentryOne Partners with Theta to Deliver Services and Support to APAC Customers

Jacada has included the following automation solutions in its timely offer based on feedback from its clients who have been successfully combatting high call volumes and empowering the shifting customer service workforce during the crisis.

• Guide your Customers:  Engage callers instead of asking them to wait for the next available representative. During times of high anxiety, customers are seeking greater levels of empathy and guidance, not offered by contact centers that ask callers to go the website, simply schedule a callback, or worse wait on hold. Jacada is seeing record demand for Visual IVR (VIVR) across industry verticals, with some clients seeing more than 300% increase in usage, as contact centers seek better ways to guide callers in the wake of high call volumes. Visual IVR works with existing contact center and IVR platforms and can be set up within 24 hours. We are making this offer to encourage every call center in crisis to try a demo.
• Guide your Employees: Offer step-by-step guidance to agents who are beginning to work from home without the level of support and handholding they’d been used to while they were under same roof with subject matter experts and supervisors. While virtual coaching and instant messaging can help, there’s no substitute to a just-in-time job aid, a guided flow that walks them through next best actions most appropriate for the customer.

“Most automation solutions can be launched within 24 hours. Remember, automation doesn’t always require integration to your back-end systems. Even in cases where integration is required, Jacada’s CSRPA, Customer Service Robotic Process Automation, can be used to quickly overcome any integration hurdles as well,” said Yochai Rozenblat.

Marketing Technology News: Coursera Taps Dr. Betty Vandenbosch as New Chief Content Officer