Jacada Rolls Out Visual IVR for Avaya



Jacada, a provider of customer service technology, has released Visual IVR for Avaya. Designed to improve the customer experience with traditional Voice IVR systems, Visual IVR for Avaya significantly reduces call times, reduces inbound call volume and improves customer satisfaction by offering a convenient way for customers to "touch" their way through a traditional IVR on their smartphone instead of listening to voice prompts.

Delivering a more sophisticated experience than a traditional IVR system, Jacada Visual IVR for Avaya presents 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 Visual IVR for Avaya works closely with an existing Avaya Aura Experience Portal deployment to reuse and extend the proven integrations and applications already deployed. This reuse enables a very short time to deployment, and low cost to configure the Visual IVR solution. The product 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.

“Companies have invested significantly in their IVR infrastructure to improve the voice channel. Yet, we're seeing a new generation of consumers who want to interact visually and through a touch interface," said Guy Yair, co-CEO, Jacada, in a statement. "With the release of Jacada Visual IVR for Avaya we are able to quickly extend an existing voice IVR and offer a visual interface, all within a matter of days."

Jacada Visual IVR for Avaya works seamlessly with an organization's existing Avaya Aura Experience Portal IVR, allowing for a quick implementation. By reusing the existing voice IVR there is no need to develop new customer interactions which further improves the return on investment.