Contact Center Solutions Featured Article

Jacada Visual IVR Capabilities Integrated in Vocantas Suite of Products

September 17, 2013

Jacada and Vocantas have entered into a partnership agreement to bring Jacada’s Visual IVR capabilities to the Vocantas suite of products.

As a result of the agreement, Vocantas will now be able to offer Jacada IVR solutions with the capabilities of a visual self-serve experience to its healthcare, higher education and utility customers. The company develops hosted and premises-based interactive voice response solutions (IVRS) using computer telephony and speech recognition technology, designed to enhance the outreach capabilities for businesses and service providers.

Guy Yair, Jacada’s co-CEO said, “We are thrilled to partner with Vocantas, a proven IVR provider with an impeccable track record of delivering voice solutions that pack a punch. Our Visual IVR partnership with Vocantas will enable healthcare, higher education and utility organizations to benefit from an innovative new solution that will improve customer service satisfaction and reduce operational costs.”

The Visual IVR is compatible with all types of smartphones. Vocantas will thus be able to develop a cost-effective and quick-to-deploy solution instead of building an expensive custom app that may need stand-alone back-end systems. The visual IVR is expected to help organizations extend the Vocantas IVR into the smartphone menu without deploying any new infrastructure. 

This upgrade expands IVR service to the smartphone’s graphical interface, which allows users, like patients, students and customers, to easily quickly navigate through the IVR menus and easily communicate with the hospital, college or utility, explained officials.

Gary T. Hannah, Vocantas president and CEO remarked, “The visual IVR experience is specifically tailored to meet the growing demand of our multiple markets. We will always bring the best solutions to market for our customers that result in optimum end user satisfaction, directly impacting customer service performance and call handling time, cost reduction and business processes improvement.”

Recently Jacada announced that it had entered into a strategic partnership agreement with Cognizant Technology Solutions, a provider of enterprise consulting solutions and outsourcing services. Jacada’s customer service technology solutions will be deployed by Cognizant within the company’s global delivery network with the aim of optimizing customer interactions.

Edited by Blaise McNamee