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10 Things to Look for when Selecting a Digital Engagement or Visual IVR Platform - Jacada - Blog

10 Things to Look for when Selecting a Digital Engagement or Visual IVR Platform


Visual IVR has gone mainstream. Widespread adoption of this digital technology is taking place rapidly. However, not all Visual IVR solutions are the same. This document outlines the features you should look for in a digital engagement platform.

It's a digital world

Digital transformation is upon us. Consumers have shifted to digital engagement as the preferred communication methodology. In fact, “Generation Y” consumers overwhelmingly prefer digital communication with only less than 13% wanting to use the telephone! It should be readily apparent that your organization needs to be ready for the digital consumer.

Voice isn't dead

What should be noted is that while consumers strongly prefer digital channels, it is just that: a preference. Unfortunately far too often the digital experience or self-service interaction fails the user, requiring them to reach out for traditional assisted service: The phone. Studies show that despite the investment in self-service technologies, approximately 82% of interactions still end up in your contact center (this is an average across verticals…your mileage may vary). Even organizations with good mobile apps still experience high call volume. And those interactions that started in self-service (ie. The digital channel) and end up with assisted service typically offer no continuity or context. In effect, the call starts completely cold, resulting in both customer frustration and longer call times.

1 – Customer Adoption and Accessibility is critical

No matter how compelling the solution, how great the benefits or the technology, if your customers don’t have easy access to the solution, it won’t be adopted and the project will fail. Native Apps are notorious for poor adoption. If you require a customer to download an App before they can get service, this is a sure fire formula for limiting adoption. Even for customers that have installed your App, it has been shown that as time passes App usage diminishes…something we call App Decay. As one of our customers, a leading credit card issuer, stated: “Despite having a mobile app, we still received millions of calls into our contact center”. Customers forget about your App when they have a pressing issue at hand. However, a true Visual IVR solution not only doesn’t require an App, it can improve your native app adoption by reminding voice callers about your app, and even pivoting them back into the mobile app to increase awareness.

2 – Channel Pivoting

When not focusing on “Generation Y”, and instead taking a broader look at your customer base, we see an average of about 40% of consumers bypassing any self-service and simply picking up the phone and calling the organization. That is, using voice as their first preference. It’s no secret that voice calls are an organizations most expensive form of assisted service. One way to reduce cost and increase call deflection is to channel pivot those expensive voice calls back into a digital self-service session. This provides an opportunity to resolve a customer’s inquiry on the less expensive digital channel. And if they still need assisted service, passing in the full context to the agent ensures the call gets off to a smooth start with lower handle times.

3 – Collaboration

Assisted service interactions often require collaboration to successfully complete the call. A mature digital engagement platform will allow the agent and customer to collaborate digitally while on the voice call! This means the agent can digitally send documents for signing, images, links and more, all while talking to the customer.

Dual digital and voice collaboration ensures that calls are resolved correctly the first time, and reduces sales slippage by closing deals “then and there”.

4 – One graphical designer for all your interactions

It is imperative that your subject matter experts can create your digital and voice interactions. By using a graphical designer to create your interactions, you make it far simpler and quicker to rapidly create your customer interactions. Perhaps more importantly, a single designer and runtime platform ensures full consistency of your interactions regardless of the channel the interaction is executing on. This means that your customers have consistency across all the channels and greatly assists in their ability to channel hop.

Whether you’re running your interactions on the web, mobile, social, kiosk, or via an Internet enabled device (IoT), one designer should rule them all.

5 – Blending Digital and Voice

Despite the world going digital, we know that currently 82% of customer interactions still end up in the contact center.

It is imperative to provide seamless connectivity from the digital to the voice channel, with no repeating of information, and the agent having full context of the customer’s interaction. This ensures prompt resolution, lowers the customer’s effort and lowers call handle times.

6 – Channel and Infrastructure Agnostic

The reality of the enterprise landscape is that you have a mix of channel and infrastructure providers. And so you should: Choosing the best of breed for each channel and underlying line of business applications makes sound business sense. It is important therefore that your digital engagement platform is completely agnostic to the underlying technology.

Not only will that allow you to work with what you have in place, it provides you the freedom to subsequently change underlying providers. Be wary of solutions that require you to obtain everything from a single vendor.

7 – Open Integration and Flexibility

The days of “proprietary” are over. Any enterprise deployment will require extensive integration within the environment, and the ability to extend and customize the solution. Whether you’re designing interactions for the web, the mobile web, or even native mobile, the platform you choose should provide all the relevant API’s for easy integration. In addition, the solution should allow you to choose from the convenience of a cloud based solution, or the ability to deploy on-premises for those environments that require it.

8 – Omnichannel Agent Desktop

There is a lot of focus on providing your customers an Omnichannel experience:

Consistency and Continuity as they hop from channel to channel.

What organizations often neglect however is ensuring that the agent is equipped to handle the omnichannel customer.

Ventana research states that the average agent now has to contend with 17 channels on their desktop!

When you don’t properly equip your agents with the tools they need to manage these channels, the investment on customer facing omnichannel solutions is highly diminished, as the experience breaks down when they reach an agent.

9 – Reuse your Digital Assets

Your digital engagement platform should reuse your digital assets as part of your digital transformation initiatives and to deliver a better customer experience. Content management, Knowledge bases, Virtual Assistants … all should be “channel merged” … conveniently and seamlessly blended to drive the Next Best Action for digital engagement for your customer.

10 – References

Many vendors claim to have a robust digital engagement platform. It is imperative that you check references to understand exactly where they have been deployed, the scalability and how the vendor has helped the organization digitally transform. This will ensure you have a vendor with not only the right technology, but also the right expertise.

11 – Bonus Tip… Rapid Implementation!

Implementing a digital engagement platform should reuse your existing assets and be up and running in weeks not months. This should include the ability to integrate seamlessly with your Voice IVR without requiring any changes on the Voice IVR. By reusing the Voice IVR interactions, Visual IVR can be realized in days or weeks.


Publish Date: January 26, 2017 5:00 AM

2021 Buyers Guide Outsourced Contact Center Services

Page: 1234
2P Perfect Presentation

Customer Experience Services
Outsourced contact center services It is one of the most important service that provided by "2P" and specialize to provide services for the establishment and operation of contact centers, customer service and Customer Experience, the most important services provided by this unit are:

• Establish, manage and operate call centers and supply the required systems and applications.
• Customer Feedback Technology
• Social Account Management System (customer interaction, reports, marketing and e-publishing services)
• Customer Relationship Management System (CRM)
• Artificial Intelligence Systems and Automation Services (AI & Automation)
• Business Intelligence Technologies and Performance...
(read more)
PH: +9661151099888

31 West Global Services

We offer after-hours, business hours & 24/7 customer support & help desk services. Over the last 17 years, we have helped 130+ small & mid-sized business companies across US & Europe.
PH: 877-262-5030

Abacus Cambridge Partners

Combining unmatched experience and specialised skills across more than 40 industries and business functions, Abacus works at the intersection of business and technology to help organisations meet their key priorities and create sustainable value for their stakeholders. Headquartered in the United Kingdom and offices in the United Arab Emirates, the Kingdom of Saudi Arabia, Pakistan and Egypt, Abacus has more than 800 global customers and over 2800 customer-focused employees working in 30+ countries.

We offer the following services:

Business Process Outsourcing
Customer Experience and Customer Relationship Management
Enterprise Resource Planning
AI & Robotic Process Automation
(read more)
PH: +44 (0) 207 397 8725

Abante BPO

We are Abante BPO Contact Center services company with more than 16 years of experience in the sector. We specialize in customer service through specialized technology, and with a multilingual team. Our different operating centers offer high availability and unlimited performance, adapting the specific needs of our clients, and always operating under the highest quality specifications.
PH: +34 982 29 80 00

Advantage Communications

Our industry is changing fast, consumers want the best service and a seamless contact center customer experience. In response, we've re-invented our contact centers with next-generation technologies and new, improvements to customer service.

Conversational AI. IVR. 100% Natural Language. Operational Intelligence. Social Media Customer Support Services. ChatBots - all supported by our skilled contact center agents to make the customer experience better.

We're now ready to PowerUp your contact center customer service to new levels of excellence with our winning combination of people, passion, and technology.
Are You Ready?

American Help Desk

Help Desk Services
24/7/365, 100% US-based help desk, with phone, chat, sms and email capabilities as well as ticket and alert management/remediation services.
PH: 800-997-0977

Fusion BPO Services

Inbound customer service and sales support
With 25+ years of experience and stability, Ameridial offers clients an unparalleled record of providing reliable, cost-effective inbound and outbound live-voice solutions. We also offer click-to-call services, live chat, social media monitoring and IVR. Ameridial is headquartered in Canton, Ohio with nine call center locations in Ohio, Maine, and North Carolina. Specialists in: Healthcare, Communications, Direct Response TV and Radio, Non-profit. Results-based pricing.
PH: (866) 775-4755


Contact Center Services
End to end Contact Center Services provided in Turkey, including call center infrastructure and experience solutions.
PH: +905552553877

Ballena Media

Business Process Outsourcing
Ballena Media provides near-shore Business Process Outsourcing for Contact Center services to companies seeking to improve quality and efficiency while saving 30% to 40 % for similar services in the U.S. The company’s value proposition is based on its long term relationship with clients showing it can meet or exceed any metrics performed whether in-house or outsourced.
-Contact Center Services
-Customer Service Support
-Sales Support
-Web Data Collection
-Telephone Data Collection
-Data Services
-Infrastructure Design
-Workforce Support
-And More
24/7 coverage, always finding the best solution for your business
PH: (760) 338-7057

Bgcomm Contact Solutions

Our Professional Services cuts across multiple verticals and horizontals. Our services cater to both the Private and Public sectors, providing the technology and resources in the transformation and improvements of our clients’ people, processes, and profits.
PH: +1 213-660-2066

Boomerang Marketing SA

BPO, Financial and Customer Services
Boomerang SA provides BPO, Financial and Customer Services. We are an Outbound Contact Centre with a proficiency of selling Short and Long Term Insurance products, as well as cross-selling Value Added Products. We provide Inbound Customer Services to the International Market. We service both B2B and B2C sectors, ranging from but not limited to Lead Generation, Appointment Setting, and a full sales spectrum.
PH: +27216738100


CallForce Outsourcing Specialists
Delivering innovative,customised contact centre solutions from South Africa to the global market
PH: +27115199900

CallNovo Contact Center

Multilingual Customer Service
Inbound and outbound customer service/after sales support is the two general types of call center services offered globally by Callnovo. Inbound services are performed by reps who field calls from customers. Outbound reps make calls to customers to follow up on or inquire about account issues.

Regardless if you are looking for a telephone, email, live chat or email customer service/after sales support, Callnovo outsourcing call center team is right here to help. With more than 10 years’ experience, Callnovo one-stop multi-language customer service/after sales support call center team takes care of clients’ every single detailed customer service/after sales support need. We are happy to pr...
(read more)


CGS is a global provider of business applications, enterprise learning, and outsourcing services that support clients’ most fundamental business activities.

With optimized call center resources to serve global clients, CGS offers a unique hybrid approach through automation and live agents in its contact centers located in North America, South America, Europe, Asia and the Middle East. Its AI-enriched chatbot and RPA technologies complement the customer support services provided by thousands of multilingual call center agents. CGS supports many of the world's industry-leading global brands from retail, hospitality, healthcare, technology, and telecom. The company's innovative, scalable and...
(read more)
PH: 1 (212) 408-3800

CLCA Call Direct

Virtual Assistant Services
Ensuring you have an efficient back office team is vital to running a reliable and cost-effective business. Our virtual PA services allow you to have either a live call answering solution that will transfer a call or take messages in absences or a non-voiced option for back-end operations meaning your business is always available to customers.

Your dedicated virtual PA will be matched to your business and your requirements and will answer any calls or emails with your company name and a tailored script that you will approve before our team take live calls.

This means that non-essential business or personal tasks are taking off your plate which can only benefit your essential business p...
(read more)
PH: 0333 600 5005


Conectys delivers a wide range of contact center services and call center outsourcing solutions. We service clients in over 35 languages from our locations in Romania, Belgium, Philippines, United States, Poland, Turkey, Portugal, and Taiwan as well as through a robust Work from Home team.

We speak English, German, French, Spanish, Italian, Dutch, Portuguese, Polish, Czech, Romanian, Hungarian, Bulgarian, Russian, Greek, Turkish, Arabic, Swedish, Norwegian, Finnish, Danish, Mandarin Chinese, Japanese and more – all for seamless communication across cultures.
PH: 646-381-1599

Connecta Center

- Prospecting, commercial appointments
- Collection
- Surveys
- Customer Care
- Technical Support
PH: 5222690888

Consilium Software

Consilium UniCare™ Professional Services
As technological change occurs at a faster pace than ever before, organization with the industry-leading Cisco contact center platform need to get outcomes quicker, better and more predictably. By bringing in the subject matter experts from Consilium's advanced professional services, you get unparalleled knowledge which has been trusted for over 33 years, consistency and a global footprint. Give your Cisco platform a turbo boost by investing in Consilium UniCare™ professional services when it is time to design, implement, upgrade, or add / optimize third-party integrations.
• Cisco UCCE, PCCE & UCCX design, implementation and upgrades
• Cisco CVP VXML application development with PCI compl...
(read more)


We specialize in all aspects of customer contact services:
• Customer Service
• Technical Support
• Employee Help Desk
• Customer Acquisition / Retention
• Order Processing / Administration
• Quality Monitoring
• Consulting
PH: 512-220-2200

Costa Rica's Call Center

Costa Rica’s Call Center (CCC) is a state of the art BPO telemarketing outsource company located in the capital city of San Jose, Costa Rica. Our main focus has been, and will always be to personally train each and every Central America call center agent so that we may offer the highest quality of outbound and inbound telemarketing solutions and bilingual customer service to small and medium sized international companies, entrepreneurs as well as fortune 500 companies.
PH: 8882716750
Page: 1234

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