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Jacada corporate

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Jacada corporate

  1. 1. © 2014 Jacada, Inc. All rights reserved. Customer Service. Simplified. Improving Over 24 Years Customer Experience
  2. 2. © 2014 Jacada, Inc. All rights reserved. Customer Service. Simplified. Everything we do helps our customers simplify their customer interactions and drive efficiency across all customer touch points – contact center, web, mobile, and branch/sales office
  3. 3. © 2014 Jacada, Inc. All rights reserved. Customer Service. Simplified. Offices Customers
  4. 4. © 2014 Jacada, Inc. All rights reserved. Customer Service. Simplified. Finance & Banking Telecom Retail Healthcare
  5. 5. © 2014 Jacada, Inc. All rights reserved. Customer Service. Simplified. The Sales DesktopThe Customer Service Desktop Via Web and Mobile Simplifying CE Across All Touch-points
  6. 6. © 2014 Jacada, Inc. All rights reserved. Customer Service. Simplified. Solutions that Simplify
  7. 7. © 2014 Jacada, Inc. All rights reserved. Customer Service. Simplified. Unified Service Desktop Workflow (BPM) scripting Process Automation Fix CRM Personalized, task driven service desktop • Ticketing • Task follow-up • Change orders Step by step guidance Suggest knowledge, help, next action Automate processes – increase compliance and reduce errors Simplify usage Automate navigation Sales Desktop Next Best Offer Workflow UI Builder Personal offer driven sales and up-sell desktop • Dynamic offer and objection handling • Personalized offers • Rules driven up-sell • Product configurator • Special order handling • Sales performance • Single view of customer, order, recommendations, and WISMO Visual IVR Transactional self-service Visual Auto Attendant •Capture intent & avoid customer zero outs •Avoid asking the first two questions (what is your policy #) – shorten calls Enable self service for transactions – technical support, fix account settings, change payment plans Efficiently connect prospects and partners to your organization Inbound Contact Center Outbound Contact Center Omni- Channel Customer Service Desktop The Sales Desktop Via Web and Mobile
  8. 8. © 2014 Jacada, Inc. All rights reserved. Customer Service. Simplified. Supporting Customers to Drive Efficiency 58% 40% 10% 11% 20% 30% 20% 25% 45% 17% 60% 50% 30% 50% 30% 20% 30% 40% 80% 50% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% Vodafone Telefonica (O2) Cox Embarq Bell Canada Kabel Deutchland Nationwide Capita Stations Casinos Lillian Vernon AHT CSR Training
  9. 9. © 2014 Jacada, Inc. All rights reserved. Customer Service. Simplified. CustomerCaseStudy Service Desktop Cross Channel Customer Service Solution Store Technical Support
  10. 10. © 2014 Jacada, Inc. All rights reserved. Customer Service. Simplified. CustomerCaseStudy Some of the Benefits Delivered  Customer Service: Desktop and Process Guidance  Pay&Go AHT reduced by 45 seconds (target 38s)  Pay&Go Data settings calls reduced by 120s & 15,000 outbound data calls per month eliminated  Retention AHT reduced by 90 seconds & RFT increased to 98%  Sales/Store: Desktop and Process Guidance  50% fewer calls to customer service  Alleviated store queues  Technical Support: Agent Scripting  50% fewer escalations to level 2  25% increase in RFT  40% training reduction (2 weeks)
  11. 11. © 2014 Jacada, Inc. All rights reserved. Customer Service. Simplified. We make you more competitive  Decrease the cost to serve your customers  Saved over $50M for our major customers in 2013  Simple implementation – drive your own change  Agile vendor that works with your needs

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