According to Ventana research, customers now have as many as 17 channels of customer communication to contend with. Customers can engage on one or multiple channels as part of a single interaction, expecting full continuity as they channel-hop on their journey.
Whether it is providing a consistent and contextual experience across all channels for your customers or equipping your agent with an omnichannel view of the customer, it’s a lot to manage.
At Jacada we take a refreshing approach to Omnichannel: We let you keep the channels you have from the providers you have, and utilize the Interact Platform to bring them into one cohesive customer journey. This allows you to focus on driving business value first, without embarking on a costly or time consuming rip-and-replace project. The result, an Omnichannel experience for your customers and agents that can be implemented in weeks.
Powerful Features for Chief Experience Officers
Easily create interactions that are immediately “cross channel” ready. From web self-service to agent scripting, you can rest assured your interactions are “future proof” and ready for any channel
All too often time is spent providing your customers with an omnichannel experience, but your agent needs to be equipped to manage a cross-channel customer or the entire customer experience is wasted. Jacada provides a full omnichannel agent desktop to ensure the omnichannel experience started by the customer concludes properly with the agent.
Your goal is to deliver an improved Customer Experience and the only way you’re going to get there is understanding the pitfalls facing your customers on their journey. Our analytics will clearly show you their pain points and areas for optimization.
“I was dreading calling DWP Power to update my contact information after moving. I just don’t have the time to wait on hold. I finally called the other day and was pleasantly surprised at the cool new way they are handling these calls. I was able to do it myself in less than a minute!”