Uniphore

AUGUST 6, 2021

The goal for the partnership with Jacada was straightforward: lower the number of low-value calls from reaching the contact center and reduce AHT for calls that required agent assistance. In cases where additional agent assistance was needed, Jacada helped retain customers in a digital channel with WhatsApp integration. OUR APPROACH.

Self Service 130

Self Service Contact Center System Interaction 130

Uniphore

JUNE 10, 2021

At Jacada, we recognized the challenges of overwhelmed—and often understaffed—contact centers early on. For more than three decades, Jacada has led the field in automated self-service solutions and agent-assisted automation solutions. The post 10 Ways the Best Call Centers Thrive in the New Normal appeared first on Jacada.

Call Center 246

Call Center Self Service Contact Center Case Study 246

Uniphore

AUGUST 6, 2021

Kumaran Shanmuhan, Global Head of Solutions – Jacada, explains the cost of employee disengagement on CX. The post The True Cost of Employee Disengagement in the New Normal appeared first on Jacada. Compared to their engaged peers, disengaged agents are: 0 %. more likely to ask a customer to repeat information on a call.

Self Service 246

Self Service Contact Center Knowledge Base Call Center 246

Uniphore

MARCH 17, 2017

Jacada is dramatically improving the experience of customer service at contact centers around the world. By providing the option to pivot an inbound call to a digital session, customers are able to bypass long hold times and effectively self-service their inquiry.

Self Service 173

Self Service Engagement Contact Center Customer Service 173

Uniphore

JUNE 16, 2021

Jacada can guide agents to the right digital assets — like sharing photographs of a product or location coordinates — that customers can use to address problems. The post 10 Agent Superpowers That Reduce AHT and Boost NPS appeared first on Jacada. Summarize the Call Using RPA. How to Train and Onboard Agents in 2021.

NPS 147

NPS Net Promoter Score Contact Center Self Service 147

Uniphore

JULY 21, 2021

Investing in a tool that can automate the collection of knowledge depending on customer needs (like Jacada Agent Assist ) can improve both the agent and customer experience greatly. The post 7 Knowledge Management Best Practices That Drive Great Customer Service appeared first on Jacada.

Self Service 130

Self Service Customer Service Management Knowledge Base 130

Uniphore

FEBRUARY 13, 2017

Android Instant apps are all the buzz in the tech industry news, lately. The promise is very appealing. Who actually enjoys being forced to visit the Play Store and install an app before getting to the content they are after?

Industry 124

Industry 124

Uniphore

FEBRUARY 13, 2017

Android Instant apps are all the buzz in the tech industry news, lately. The promise is very appealing. Who actually enjoys being forced to visit the Play Store and install an app before getting to the content they are after?

Industry 0

Industry 0

Uniphore

AUGUST 12, 2021

The post Multimodal User Experience Design Best Practices appeared first on Jacada. Avoid open-ended questions that give callers an opportunity to stray far from your planned-out paths.

User Experience 246

User Experience Virtual Agent Self Service Contact Center 246

Uniphore

JUNE 17, 2021

The post 3 Ways to Boost FCR and Reduce Customer Churn With AI & RPA appeared first on Jacada. How to Train and Onboard Agents in 2021. 10 Agent Assist Superpowers That Reduce AHT and Boost NPS on Day 1.

Self Service 182

Self Service Call Center First Call Resolution Social Media 182

Uniphore

MAY 15, 2017

Learn about the updates to Jacada Intelligent Assistant. Major Release Version 9.0. Version 9.0. Read More.

113

113

Uniphore

JUNE 16, 2021

The post How to Train and Onboard (Work From Home) Contact Center Agents in 2021 appeared first on Jacada. By giving your staff technology that works for, not against, them, you can… 3 Ways Call Center Coaching is Leading to Customer Churn. 10 Agent Assist Superpowers That Reduce AHT and Boost NPS.

Contact Center 204

Contact Center Training Call Center How To 204

Uniphore

MARCH 23, 2017

Powering Jacada Visual IVR and Agent Scripting. Updates to the Interaction Designer. Version 8.7. Read More.

Interaction 100

Interaction 100

Uniphore

JUNE 21, 2021

The post 10 RPA Implementation Best Practices to Automate Your Contact Center appeared first on Jacada. How to Discover the Best Use Cases for Robotic Desktop Automation in Your Call Center View Webinar.

Contact Center 147

Contact Center Call Center ROI Tools 147

Uniphore

JUNE 9, 2021

The post How to Engage Employees and Win Customers With Automation appeared first on Jacada. That means it’s as good a time as any to start making the necessary alterations and moving in an employee-first direction.

Engagement 246

Engagement Contact Center How To Metrics 246

Uniphore

JULY 20, 2015

Lee Judge Senior Digital Marketing Manager at Jacada. Ever since the day someone sat in a board room to decide whether or not to leave the acronym “IVR” in the product to be called Visual IVR, there have been a growing number of companies clamoring to be known as “the” Visual IVR solution.

Technology 100

Technology Marketing Management Company 100

Uniphore

JUNE 10, 2021

The post 3 Ways Call Center Coaching is Leading to Customer Churn appeared first on Jacada. How to Train and Onboard Agents in 2021. 3 Ways to Boost FCR and Reduce Customer Churn with AI & RPA.

Call Center 147

Call Center Contact Center Average Handle Time eBook 147

Uniphore

JUNE 15, 2021

The post What Is Call Center Life | How Poor EX Hurts CX appeared first on Jacada. How to Train and Onboard Agents in 2021. 3 Ways to Boost FCR and Reduce Customer Churn with AI & RPA.

Call Center 162

Call Center Social Media Contact Center System 162

Uniphore

SEPTEMBER 1, 2021

About Jacada. Jacada helps leading and growing companies simplify their customer experience and employee experience with the power of automation and AI. Jacada helps leading and growing companies simplify their customer experience and employee experience with the power of automation and AI. But we all have at some point.

Management 26

Management Travel Call Center Experience Government 26

Uniphore

DECEMBER 21, 2021

Acquired Jacada , a major strategic play that transforms our customers’ experience with advanced AI and low code/no code automation. Grew the team, and leadership is now complete for our next phase.

Innovation 49

Innovation Insurance Leadership Government 49

Uniphore

JULY 23, 2021

Jacada's Call Center Life: 2021 Edition. The post 3 Ways Employee Disengagement Is Hurting Contact Centers appeared first on Jacada. Clearly, when the majority of the workforce is burned out, the problem runs deeper than adjusting individual behavior. Call center agents are stuck between a rock and a hard place. Register Now.

Contact Center 246

Contact Center Call Center Social Media Employee Experience 246

C3Centricity

SEPTEMBER 24, 2017

Another recent article, this time on Jacada, spoke about the “4 Technology Trends set to Improve Customer Experience in 2017.” Customers view them as novel and useful today, but it won’t be too long before they are seen as the norm. Are you using them?

Technology 120

Technology Transportation Customer Centricity Entertainment 120

Uniphore

JUNE 7, 2021

Jacada’s Agent Assist gets it done through: Best practice reminders. For Jacada Agent Assist, the next steps will look like this: Understand: Unify conversation analytics across your organization to ensure consistency of customer experiences. Guided workflows. Automated results form the knowledge base. The results? Download Now.

Call Center 147

Call Center Self Service Average Handle Time Contact Center 147

Natalie Petouhof

DECEMBER 6, 2016

Tweet Jacada Ltd. Jacada’s visual IVR is a key asset to their capabilities has other digital transformation solutions aiming to reduce the cost to serve customers while driving a seamless customer journey. This investment should be helpful in Jacada’s future growth. Constellationr.com.

Customer Journeys 40

Customer Journeys Technology Customer Experience Interaction 40

Uniphore

OCTOBER 6, 2017

It’s no secret that the holiday season is often the busiest time of the year for many businesses. In fact, 20-40% of annual sales for retailers are generated over the last two months of the year, so the pressure on holiday retailers is high.

Call Center 0

Call Center Poor Customer Service Retail Sales 0

Uniphore

JULY 30, 2021

On July 27th 2021, Uniphore and Jacada signed a definitive agreement according to which the two teams will become one. The post Uniphore & Jacada Help You Innovate Your CX appeared first on Jacada. We hope that you’ll join us on this journey to innovate customer experience at record speed.

Innovation 246

Innovation Contact Center Average Handle Time NPS 246

TechSee

JUNE 4, 2019

Jacada ’s autonomous CX platform provides interactive and intuitive guidance to help agents respond to customer enquiries in real time. We all learn best through practice – not theory. The new breed of AI-based platforms reduces call center training times by delivering timely next best action advice during each customer episode.

Call Center 117

Call Center Training Technology Gamification 117

Uniphore

MAY 20, 2020

Every action a business takes is now seen through the lens of the coronavirus pandemic. Business processes and workforce management considerations that were unthinkable a few short months ago, contact center leaders are revisiting. Call centers have become frontline workers in the wake of COVID-19.

Contact Center 264

Contact Center Call Center Resources Management 264

Uniphore

APRIL 2, 2020

Almost every third person in the world uses a smartphone. As users’ adoption continues to grow, regular voice calls will come to be seen as quaint. With the rise of conversational AI, consumers have come to expect even more from interactive voice systems. Read More.

How To 208

How To System Consumers Interaction 208

Uniphore

SEPTEMBER 7, 2017

Delivering exceptional customer experience is the holy grail of modern business, but like King Arthur’s knights, you are unlikely to find what you seek without an effective map. Read More.

Roadmap 266

Roadmap Customer Experience Customers 266

Uniphore

APRIL 13, 2020

It’s become clear that the contact center needs to offer customers a better experience. Customer expectations for help and support have increased dramatically, Gartner noted in 2019. And it didn't matter what industry -- expectations were high across the board. More people today demand always-on support.

Brands 189

Brands How To Contact Center Customer Expectations 189

Uniphore

MAY 4, 2020

Corporate America has been steadily shifting toward remote work models in recent years, but the Coronavirus crisis has sped things up considerably. With millions of Americans unable to get to the office, telecommuting isn’t just popular today - it’s necessary to continue doing business. Read More.

How To 162

How To 162

Uniphore

MARCH 24, 2020

Famed psychologist, Abraham Maslow, outlined the five-tier model of human needs: physiological, safety, love and belonging, esteem, and self-actualization. Only when a person's lower-level needs are met can one move up the continuum of human potential.

How To 162

How To Customers 162

Uniphore

MARCH 10, 2020

In the digital age, when we discuss business continuity we tend to focus on data security and privacy breaches. Disaster recovery takes on a whole new meaning when preparing for the possibility of a pandemic. Call centers must assess their resilience in the wake of the coronavirus outbreak. Read More.

Call Center 147

Call Center Data 147

Comm100

APRIL 26, 2020

And by the close of 2020, CX is forecast to overtake product and price as the key brand differentiator, according to Jacada Group. In fact, according to Forrester , 72% of businesses say that improving the customer experience is their number one priority. CX is an incredibly rich topic, and it’s one that’s here to stay.

Omni-Channel 130

Omni-Channel Culture Customer Centricity Self Service 130

Uniphore

APRIL 22, 2020

It’s fair to say COVID-19 has changed the way businesses operate. Compare everyday life today with your daily concerns from a month ago. The difference is pretty stark. Like everyone else, call centers have been reeling from the aftermath of the coronavirus.

Call Center 130

Call Center Contact Center Management 130

Uniphore

APRIL 21, 2020

How do you create a call center work environment when agents are worried, tired and stressed? As the coronavirus chaos continues, many contact centers face little choice but to allow their employees to work from home. Yet, working remotely has many complications.

Call Center 130

Call Center Contact Center Customer Confidence How To 130