In the call center, every second counts. While agents can't always control how long the customer on the other end of the phone line will talk, ask questions or complain, there are elements that can be controlled to cut down on both average handle time and errors.
Workflow solutions that allow multiple applications to be combined on a single desktop with universal log-ins can help: they save time by allowing agents avoid entering the same information repeatedly, which also eliminates costly errors. Until recently, however, such solutions haven't really had a mobile companion, and they haven't had much to offer customers directly so they can speed up contact center interactions at their own end.
Customer service technology company Jacada, which creates solutions for desktop workflow, is announcing the availability of a downloadable trial version for Jacada Mobile Agent, the company's new mobile product offering.
Designed to improve the customer experience, Jacada Mobile Agent can help reduce inbound call volume and handle time by offering sophisticated self-service capabilities to smartphone and mobile device users. Previously released under beta, the Jacada Mobile Agent interaction designer is now available for immediate download from the company website with companion mobile client applications available in both the App Store for iOS devices and Google Play for Android devices.
Jacada Mobile Agent presents a “visual IVR” to consumers with a much greater range of options for resolving their questions or issues. Users are able to select menu options visually instead of listening for which keys to press, and experience advanced self-service capabilities with the rich features available on today’s mobile devices. Jacada Mobile Agent also bridges the gap between self-service and traditional voice channels by allowing customers to seamlessly connect to a live agent to complete the interaction, without having to repeat information.
“Every once in a while, a technology revolution occurs that is disruptive, and we are witnessing that today with the explosive growth in mobile computing,” said Gideon Hollander, Co-Chief Executive Officer of Jacada, statement. “Through mobile customer service, organizations have a unique opportunity to not only improve customer interactions, but also improve key metrics such as inbound call volume and average handle time,” he said.
Jacada Mobile Agent provides a seamless transition to the voice channel from the self-service channel, said the company. Once the call is connected to the agent, all of the steps already taken by the customer, as well as any data entered, are visible to the agent. By doing so, customers will not have to repeat information.
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