Jacada

Why Isn't Natural Language Understanding.Natural?

Jacada

“I'm sorry, but I do not recognize that response.”. How many times have you heard that sentence while trying to pay a bill, change a service plan, update the address on one of your accounts, or get through to a customer service agent? The answer for most of us? Too many.

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Crafting a customer experience roadmap

Jacada

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. Jacada Blog

Your Front is different than your Back

Jacada

As business leaders are contemplating the promise of artificial intelligence (AI) and automation on digital transformation, many are quickly realizing that a customer’s experience is the sum of each moment: good and bad, direct and indirect, automated and manual, digital and face-to-face. Read More.

Interactive Video: The Rise of RPA Bots in Customer Service

Jacada

Recently, Head of Automation Scott Merritt sat down with the TechTalk team and discussed the ways in which organizations seek to benefit from customer service automation.

The Omnichannel Olympics: Transform to Perform

Speaker: Ron Dutta, VP-Business Development and Omnichannel CX Solutions

We are currently in an age where customers of all ages are always on the go and do not have time to connect with companies over traditional channels. They want companies to provide more channels of communication and solve problems at their moment of need. How do companies continue to add more channels and keep up great customer service?

The Components of Intelligent Agent-Engagement

Jacada

While assisted service aptly describes the human-touch component, intelligent agent engagement more accurately describes the human-touch fueled with technology to drive improved operational efficiency. Read More. Jacada Blog

Smart Solutions Resolve Call Center Operational Issues

Jacada

All industries encounter operational obstacles; those with call centers come across an extra set of issues during day-to-day operations. Read More. Jacada Blog

Companies Push for Digital to Enhance Customer Journey

Jacada

There was a time when customers only had a single choice when it came to contacting a company's customer service department. They had to dial a number to reach the department by phone—and make sure that they did so during the company's customer service department's hours of operation. Read More.

Companies Use AI to Enhance Customer Service Experience

Jacada

In today's world we have come to realize that technology makes our lives easier. Incorporated into almost all daily used devices, from smart phones to smart refrigerators, technology simply makes our personal lives easier to manage thereby creating a more efficient use of our personal time.

Top 5 Processes that RPA can Master Best

Jacada

Top 5 Processes that RPA can Master Best.

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

Turning the RPA Hype into Full-Blown Reality

Jacada

Turning RPA Hype into Full-Blown Reality. Today, along with recent technological advancements in machine learning (ML), artificial intelligence (AI), and big data, Robotic Process Automation has become well known to businesses of all sizes.

Top 5 Automation trends in the Contact Center

Jacada

What is the Motivation for Companies to Adopt Self-Service?

Jacada

Self-service is often the first step of the customer service journey. It is at this time that the solution can either enhance brand perception or hurt brand perception, so the importance of self-service cannot be over emphasized.

Why RPA can be the Backbone for Front End Enterprise Digital Transformation

Jacada

Why RPA can be the Backbone for Front End Enterprise Digital Transformation.

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

What is Contact Center Agent Engagement and How is it Changing?

Jacada

Agent engagement refers to any customer interaction that requires a human-touch. While much of the technology focus of recent years has been with self-service, the assisted service channel is seeing a resurgence of interest and importance.

What is Intelligent Self-Service?

Jacada

Intelligent self-service refers to the new generation of self-service solutions. These solutions are changing the paradigm over the old way of doing it.

No Greater Technological Advancement than Self-Service Products and Solutions

Jacada

Within the broader domain of Customer Experience (CX) technology there has perhaps been no greater technological advancement than self-service products and solutions.

Four Motivators for Companies to Improve their Assisted Service

Jacada

What is the motivation for companies to improve their assisted service? The strategic importance of investing in the Customer Experience has led organizations to improve all aspects of the customer journey.

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

The Do’s and Don’ts of Customer Experience Management

Jacada

The customer experience manager is key to delivering the kind of service offering that can truly differentiate an organization. Here are some of the most important things that a CEM should (and should not) do. Read More. Jacada Blog

Traditional RPA vs Customer Service RPA

Jacada

Traditional RPA vs Customer Service RPA. As we move into the era that is attempting to leverage artificial intelligence and machine learning more and more, one emerging technology gaining momentum is RPA - robotic process automation.

Customers want Low-Friction Channels Like Automated Chat

Jacada

More and more customers are choosing to use low friction channels as their point of contact for customer service. Chat, which includes automated chatbots and interfaces to chat with live agents, is perhaps the most suitable of all such channels. Read More. Jacada Blog

The Evolving Chat Bot

Jacada

Introduction. Chat bot technology is being driven at a revolutionary pace. Yesterday’s chat bot provider is already obsolete, and today’s chat bot provider faces a juggernaut of competition the likes of which the technology world has never seen.

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

Are Robots Replacing Humans?

Jacada

Are Robots Replacing Humans? Are robots replacing humans? The proposed question sounds cliché, but it’s a relevant one for many enterprises today. It’s particularly relevant for the individuals responsible for vetting and choosing contact center technology solutions.

Long-term RPA Success Requires a Break in the Proverbial Wedge Between Business and IT

Jacada

Today, if you scrolled through the latest news regarding RPA, whether it be around new funding, company announcements in this space or industry growth, you would think RPA is scaling at an unprecedented pace for whatever company just decides to take the plunge.

Digital Engagement on the Voice Channel

Jacada

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.

Doing More with Less, Customer Service Automation

Jacada

The verdict came by email. Martha Mitchell learned that her request for 10 customer service agents was denied. All managers were expected to “Do more with less”. As director of customer experience, Martha was responsible for the contact center of 300 agents and a product support team of 20.

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

Sorting through the RPA Hype - Treating the Symptom Not the Cause

Jacada

Sorting through the RPA Hype – If RPA is not for business users, then who?

Jacada

Before I profess my thoughts on this one, let’s first look to the experts in the field who are implementing RPA. The big consulting shops or boutique services companies who are also fighting for your business.

Sorting through the RPA Hype - What IS the Role of the Business User in this RPA World?

Jacada

So where do business users fit in this RPA space? Business users have a role to play – and it’s a very integrated role but it is not in developing the automations no matter how good a vendors’ “automation recorder” may be.

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Sorting through the RPA Hype – How did we get here? “The Wedge”

Jacada

Why do we want business users to build RPA bots in the first place? It’s no secret and I hear it in almost every organization I have observed throughout my tenure and it is a big reason why RPA (although existed for 20+ years) suddenly became mainstream a few years ago.

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Personalized Customer Experience with All-In-One Voice, Video, Chat, Contact Center

Reliable communications are mission critical in today’s business environment. Customers are increasingly selective, and companies compete on the customer experience. Incorporating integrated communications as a key component is driving high returns.

Sorting through the RPA Hype – The Introduction

Jacada

$3B valuations on <$100M in revenue, marketing videos of people building RPA solutions while riding in race cars, suspended from cranes or while doing flips in an airplane… enough is enough.

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