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© 2014 Jacada, Inc. All rights reserved. Customer Service. Simplified.
Improving
Over 24 YearsCustomer Experience
© 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
© 2014 Jacada, Inc. All rights reserved. Customer Service. Simplified.
Offices
Customers
© 2014 Jacada, Inc. All rights reserved. Customer Service. Simplified.
Finance & Banking
Telecom
Retail
Healthcare
© 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
© 2014 Jacada, Inc. All rights reserved. Customer Service. Simplified.
Solutions that
Simplify
© 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 guidanceSuggest knowledge, help, next action
Automateprocesses –increase compliance and reduce errors
Simplify usageAutomate 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 ContactCenter
Outbound ContactCenter
Omni-Channel
Customer Service Desktop
The Sales Desktop
Via Web and Mobile
© 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 KabelDeutchland
Nationwide Capita StationsCasinos
Lillian Vernon
AHT
CSR Training
© 2014 Jacada, Inc. All rights reserved. Customer Service. Simplified.
Cu
sto
mer
Cas
e St
ud
y
Service Desktop
Cross Channel Customer Service Solution
Store
TechnicalSupport
© 2014 Jacada, Inc. All rights reserved. Customer Service. Simplified.
Cu
sto
mer
Cas
e St
ud
y 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 callsper 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)
© 2014 Jacada, Inc. All rights reserved. Customer Service. Simplified.
We make you more competitive
Decrease the cost to serveyour customers
Saved over $50M for our majorcustomers in 2013
Simple implementation –drive your own change
Agile vendor that workswith your needs