Jacada Receives Visual IVR Patent
Jacada, a provider of customer service technology, has received a U.S. patent for its Visual IVR technology that includes a system and method for identifying a caller via a call connection and matching the caller to a user session involving the caller.
The patent, No.: US 8,995,646 B2 grants Jacada exclusive rights as the inventor of the technology.
Jacada introduced its Visual IVR product to the market to solve customer service frustrations experienced when traditional computer-based customer support systems, such as automated attendants or interactive voice response (IVR), fail to allow the customer to resolve an issue, resulting in the need to speak with a human customer service agent to resolve the issue. The invention pertains to the field of self-service processes, systems, and applications that allow a more consistent and contextual method of self-service, call routing, and intelligent transition from self-service to agent assisted service.
"The patent issued reassures Jacada's customers that our intellectual property gives them a competitive advantage and the assurance that our customer service technology solutions, that they in turn are using to conduct their business with their customers, are designed in such a unique way that they warrant the legal protection afforded by the secured exclusivity of a U.S. patent," said Guy Yair, co-CEO of Jacada, in a statement. "Already in use by Fortune 500 ranking companies, it is also a testament to Jacada's technology innovation."
Jacada's patented Visual IVR technology works by determining that an agent-assisted service session should be initiated between a user and a human agent at some point after the user has initiated a user session, wherein the user session produces user session data; generating one or more temporary agent access numbers through which a communication channel can be established between the user and the human agent for the agent-initiated session.
Jacada first launched Visual IVR Plus in 2013 and has incorporated it into contact center solutions from Cisco Systems and Avaya.
Jacada Makes Visual IVR Available on the Interactive Intelligence MarketPlace
Jacada has joined the Interactive Intelligence Global Alliance Program.