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News : Kobil and Jacada Partner
Atlanta, Oct 16, 2014 -- Jacada, Inc., a global provider of customer service technology designed to simplify the interaction between businesses and their customers, and Kobil System announce that they will partner to integrate Kobil’s authentication solution m-Identity Protection with Jacada’s mobile and web-based visual IVR. The two companies will thereby simplify and abbreviate contact to companies' customer centers.
Everyone knows the annoying calls at a call center. First, the interactive voice response system asks for a customer ID and the reason for your call. Then the customer waits for an available agent. The agent also asks for a customer ID and poses additional security questions in order to identify the caller as whom he claims to be. If the customer has to be put through, unfortunately the whole thing often starts over again.
Kobil and Jacada now step up to rid the establishment of contact of these frustrating elements. For this purpose, a mobile app by Jacada offers the customer the possibility to retrieve information at a "click", to be put through to persons in charge or to arrange a call-back. Waiting times can be avoided, as the customer is informed of when the agent will be able to take his call. Distinct identification and therefore a high degree of security is ensured by Kobil's m-Identity Protection software, which is integrated in the Jacada visual IVR. The user logs on to the Jacada app, the Kobil server verifies the login data, the app's authenticity, the connection to the mobile device and identifies the customer clearly and authoritatively. The integrated solution is marketed by both companies and will first be offered to companies from the fields of banking, telecommunications and industry.
Posted by Veronica Silva Cusi, news correspondent
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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, October 20, 2014