PRESS RELEASE: Jacada, Inc., a leading global provider of customer service technology designed to simplify the interaction between businesses and their customers, and Kobil System announce that they will partner to integrate Kobil’s authentication solution m-Identity Protection with Jacada’s mobile and web-based visual IVR. The two companies will thereby simplify and abbreviate contact to companies’ customer centers.
Everyone knows the annoying calls at a call center. First, the interactive voice response system asks for a customer ID and the reason for your call. Then the customer waits for an available agent. The agent also asks for a customer ID and poses additional security questions in order to identify the caller as whom he claims to be. If the customer has to be put through, unfortunately the whole thing often starts over again.
Kobil and Jacada now step up to rid the establishment of contact of these frustrating elements. For this purpose, a mobile app by Jacada offers the customer the possibility to retrieve information at a “click”, to be put through to persons in charge or to arrange a call-back. Waiting times can be avoided, as the customer is informed of when the agent will be able to take his call. Distinct identification and therefore a high degree of security is ensured by Kobil’s m-Identity Protection software, which is integrated in the Jacada visual IVR. The user logs on to the Jacada app, the Kobil server verifies the login data, the app’s authenticity, the connection to the mobile device and identifies the customer clearly and authoritatively. The integrated solution is marketed by both companies and will first be offered to companies from the fields of banking, telecommunications and industry.
With the joint solution, calls will be authenticated more quickly. Security will increase for the caller and the customer. In comparison to more traditional interactive voice response systems, the combination of Jacada visual IVR and Kobil’s m-Identity Protection abbreviates a call by at least 20 percent. “At the same time, the solution not only saves time and money on the part of the companies, it also clearly enhances the customer’s experience, as all security questions can be omitted,” explains Dirk Rössig, Head of Solutions Management at Kobil Systems. Mr Rössig emphasizes the partnership’s strategic dimension: “We jointly position this solution on the market and we can envision further products where we will work together.”
Guy Yair, Co-CEO at Jacada, is also looking forward to the improvements effected by the joint effort: “With our visual IVR and Kobil’s security technology, we not only facilitate the establishment of contact between companies and customers, but the clear identification of the customer allows for up- and cross-selling, because we now can provide the agent all the information on the customer.”
Jacada solutions help organizations improve their customer experiences and reduce their operational costs. Jacada enables organizations to deliver advanced customer and agent interactions by implementing cutting‐edge mobile customer service and visual IVR solutions, agent desktops, and process optimization tools. Customers can benefit from an improved customer service experience at every touch point with the organization, whether at the call center, on the mobile, or at the retail store. Jacada projects often deploy in less than six months, and customers often realize a complete return on investment within 12 months of deployment. Founded in 1990, Jacada operates globally with offices in Atlanta, USA; London, England; Munich, Germany; and Herzliya, Israel. More information is available at www.Jacada.com.
About Kobil Systems
Today Kobil solutions are a standard for digital identity and highly secure data technology. Founded in 1986 the 120-strong Kobil group, headquartered in Worms, Germany is a pioneer in the area of smart cards, one time passwords, authentication and cryptography. It is the core of the Kobil philosophy to enable an ongoing identity and mobile security management on all platforms and on all communication channels. Nearly half of Kobil’s employees are working in development, among them leading specialists for cryptography. Kobil plays a crucial role in the development of new encryption standards. Commerzbank, DATEV, the German Federal Parliament, Migros Bank, Société Générale, UBS, ZDF and many others put their trust in Kobil.