Jacada Makes Visual IVR Available on the Interactive Intelligence MarketPlace
Jacada, a provider of customer service technology designed to simplify interactions between businesses and their customers, has joined the Interactive Intelligence Global Alliance Program. As a Global Alliance Partner, the Jacada Visual IVR product is now available on the Interactive Intelligence MarketPlace. Jacada Visual IVR extends the existing Interactive Intelligence Customer Interaction Center (CIC) IVR application to smart devices.
Jacada designed Visual IVR to enable customer service from any mobile or Web device. It offers personalized self-service by enabling users to submit information such as email addresses, user names, and free form text--information that voice IVRs are unable to collect. The integrated solution then uses CIC to route the information to contact center agents.
CIC is an all-in-one IP communications software suite that includes a wide range of customer engagement applications, including voice IVR, multichannel routing, quality monitoring, predictive dialing, workforce management, speech analytics, automated customer feedback surveys, real-time supervision, reporting, and more.
"Jacada is partnering with Interactive Intelligence to transform the way customers interact with businesses by reducing the effort and pain associated with requesting live service," said Guy Yair, Jacada's co-CEO, in a statement. "Jacada Visual IVR and CIC solution enables customers to experience sophisticated self-service features with the rich attributes available on today's smart devices while taking advantage of CIC's industry-leading customer engagement capabilities."
"The integrated Jacada Virtual IVR and CIC solution offers yet another tool to better service and support our mutual customers," said Michael Shrall, Interactive Intelligence's senior director of global alliances, in a statement. "It ensures an effortless and frictionless transition from their preferred digital channels to live service."
The Interactive Intelligence MarketPlace is a virtual storefront offering applications, packaged integrations, process templates, custom reports, dashboards, Web services, and other products that complement the Interactive Intelligence collaboration, communications and customer engagement solutions. In addition to making partner solutions more accessible via the MarketPlace, the Interactive Intelligence Global Alliance Program also gives partners access to development tools, technical training, and a host of self-help options.
Jacada Receives Visual IVR Patent
Jacada issued a patent for its Visual IVR technology covering its contextual method of intelligent transition from self-service to agent assisted service.
Jacada Awarded Additional Visual IVR Patent
Jacada's latest U.S. patent covers the transition from self-service to agent-assisted interaction.