Jacada and Kobil Integrate Visual IVR with Authentication for Contact Centers



Contact center solution provider Jacada and Kobil System have integrated Kobil's authentication solution m-Identity Protection with Jacada's mobile and Web-based visual IVR. A mobile app by Jacada retrieves information with a click and be put through to people in charge or arrange a call-back. Waiting times can be avoided, as the customer is informed of when the agent can take his call.

Distinct identification and therefore a high degree of security are 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.

"With our visual IVR and Kobil's security technology, we not only facilitate the establishment of contact between companies and customers, but the clear identification of the customer allows for up- and cross-selling, because we now can provide the agent all the information on the customer," said Guy Yair, co-CEO at Jacada, in a statement.

With the joint solution, calls will be authenticated more quickly. Security will increase for the caller and the customer. In comparison to more traditional interactive voice response systems, the combination of Jacada visual IVR and Kobil's m-Identity Protection abbreviates a call by at least 20 percent.

"At the same time, the solution not only saves time and money on the part of the companies, it also clearly enhances the customer's experience, as all security questions can be omitted," said Dirk Rossig, head of solutions management, Kobil Systems

"With our visual IVR and Kobil's security technology, we not only facilitate the establishment of contact between companies and customers, but the clear identification of the customer allows for up- and cross-selling, because we now can provide the agent all the information on the customer," said Guy Yair, co-CEO at Jacada, in a statement.

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