Atlanta, GA, USA, MAY, 2019 -- Jacada, Inc., provider of Autonomous CX solutions designed to automate customer service operations, and improve the customer experience, announced that it has been selected as the winner in the Automating Customer Support category of the 2019 UK National Innovation Awards for its Smart Agent Assistant solution for contact centers. This virtual assistant for agents rounds out Jacada’s Intelligent Agent Engagement portfolio.
The Smart Agent Assistant takes a digital approach to solving a legacy problem that has plagued contact centers for years -- agents struggling to provide exemplary customer service despite having to work with a disparate and complex desktop environment.
"Bringing cognitive solutions to front line agents represents a long overdue paradigm shift that is changing the way our enterprise clients interact with their customers," explains Scott Merritt, VP Global Head of Automation, "We are truly excited to see the early interest and adoption of this innovation and are honored to be recognized by the Directors’ Club for this award."
Jon Snow, founder and chairman of Directors’ Club added, "Automating customer support to meet customers’ 24/7, digital-first expectations and reduce contact centre volumes, has become strategically important for organisations across the business verticals. Jacada’s innovation proved a winner with the judges, making them a two-times UK National Innovation Award winner. Many congratulations. I look forward to sharing your innovation via the Winner’s Webinar."
The judges for the UK National Innovation Awards were recruited from the Directors’ Club membership. Each judge is a customer, operations or digital-centric leader from end-user organizations. 110 Directors’ Club members judged the finals, with over 60 members judging each category.
Posted by Veronica Silva Cusi, news correspondent
Jacada is a provider of contact centre productivity solutions. The company 19s solutions help customers rapidly simplify and improve high-value business processes without the need for long and expensive systems replacement projects. Jacada WorkSpace is a unified desktop that incorporates all critical functions required by the contact centre agent to successfully complete customer interactions.
Published: Monday, May 6, 2019
|1.)||Acqueon Technologies Inc.|
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|2.)||Balto Software Inc|
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Most customer-facing interfaces make it the end user’s job to figure out how to navigate and find their way to where they need to be. This is true of websites and mobile apps as much as it of touch-tone IVRs. The interface is usually designed for the most generic of uses; and because making changes is expensive and time-consuming, these interfaces tend to be inflexible with regards to evolving times, use cases or user needs.
AI can help create user interfaces that are adaptable and personalized. Advances in Conversational AI make it possible to interact with the user in natural language. Many IVRs are being re-configured to work this way and businesses are also introducing text-based cha...
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