Jacada announced that it has signed a material deal with a leading global insurance and financial services provider to implement Jacada’s Visual IVR solution for its Canadian operation in multiple lines of business.
As a part of Jacada’s Autonomous CX suite, Jacada Visual IVR is a visual customer assistant and digital support solution that guides inbound customer calls into a mobile web-based support experience to enhance self service capabilities, reduce call volume and improve customer experience.
Powered by the Jacada Interact Automation Platform, enterprises can now effortlessly design self-service business flows once and reuse the designed interactions across the customer journey on multiple channels. In this case, the flows will be initially utilized by Jacada’s Visual IVR solution with availability to be re-used in chatbots or in live contact center interactions such as agent guidance. This build-once and re-use capability ensures business agility, high resolution rates, efficiency, and standardization across all customer service channels.
Other Jacada customers utilizing Visual IVR in the insurance and financial services space have seen results such as an improvement of customer containment within self-service channels, reduced average handling time and a significant increase in NPS scores. Visual IVR has repeatedly provided successful advancements in the digital transformation of a company’s customer experiences by enabling smooth and contextual switching between both voice and digital channels.
“We continue to see positive market adoption for self-service options such as Visual IVR,” says Oren Shefler, Jacada’s VP Sales, Americas. “The success of Visual IVR is indicative of the value derived from Jacada’s Autonomous CX automation platform and its capabilities to support digital adoption and much higher self-service resolution rates.”