• September 16, 2014

Jacada Adds Visual IVR to Avaya Aura Portal

Jacada, a provider of customer service technology, today announced the public availability of Visual IVR for Avaya.

Designed to improve the customer experience with traditional voice IVR systems, Visual IVR for Avaya significantly reduces call times, reduces inbound call volume, and improves customer satisfaction by offering a convenient way for customers to touch their way through a traditional IVR on their smartphones instead of listening to voice prompts.

Jacada Visual IVR for Avaya presents consumers with a much greater range of options for resolving their questions or issues. Users can select menu options visually instead of listening for which keys to press. Jacada Visual IVR for Avaya works closely with an existing Avaya Aura Experience Portal deployment to re-use and extend the proven integrations and applications already deployed. 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, without having to repeat information.

"Companies have invested significantly in their IVR infrastructure to improve the voice channel. Yet, we're seeing a new generation of consumers who want to interact visually and through a touch interface," said Guy Yair, co-CEO of Jacada, in a statement. "With the release of Jacada Visual IVR for Avaya we are able to quickly extend an existing voice IVR and offer a visual interface, all within a matter of days."

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