Jacada Advances to Preferred Solution Partner Within the Cisco Solution Partner Program

PRESS RELEASE: Jacada announced that it is now a Preferred Solution Partner within the Cisco® Solution Partner Program. The Internet of Everything (IoE) continues to bring together people, processes, data and things to enhance the relevancy of network connections. As a member of the Cisco Solution Partner Program, Jacada is able to quickly create and deploy solutions to enhance the capabilities, performance and management of the network to capture value in the IoE.

The Jacada Visual IVR solution improves the customer experience with traditional Voice IVR systems by presenting consumers with a much greater range of options for resolving their questions or issues. Users are able to select menu options visually instead of listening for which keys to press, and experience advanced self-service capabilities with the rich features available on today’s mobile devices. Jacada Visual IVR works with the Cisco Unified Customer Voice Portal (CVP) to re-use and extend applications already deployed. This re-use enables a very short time to deployment, and low cost to configure, Visual IVR solution. The product also bridges the gap between self-service and traditional voice channels by allowing customers to seamlessly connect to a live agent to complete the interaction. With the Jacada solution, agents are able to see a holistic customer journey and resolve customer inquiries without having to repeat information.

Jacada Workspace Agent Desktop™, a unified desktop solution is purpose built to provide an improved customer service experience by streamlining the agents interactions with a large number of systems. The Agent Desktop changes the agent interaction to be customer driven instead of systems driven. By optimizing the call process, agent tools and focusing on the customer, agents are more effective, resulting in a lower Average Handle Time (AHT) and increased First Call Resolution (FCR), while achieving a better customer service experience.

“The technology team at Jacada continuously sets the bar in the Visual IVR market by deploying solutions that enhance platforms such as the Cisco Voice Portal,” said Guy Yair, Co-CEO, Jacada. “Jacada is invested in providing customer engagement technology such as our unified agent desktop and customer interaction solutions including our Workspace and Visual IVR offerings. Adding Cisco certification to our solutions provides our customers and partners assurance that we know and understand their chosen technologies.”