Jacada Offers Free Customer Service Automation Solutions During COVID-19 Pandemic

As we push through what officials have said are going the roughest 2-weeks in the nation’s fight against the Coronavirus pandemic, more businesses are finding ways to maintain operational efficiency using Internet technologies.

Remote working is at an all-time high. In the call center, agents working from home are still expected to continue to deliver optimal care for customers. To support this effort, Jacada (News - Alert) has announced it is providing its customer service automation solutions free of cost.

The global provider of customer service automation software said the free offering will be available for a limited time and will help boost call deflection rates and NPS.

Now more than ever, customers on the other end of the call who are grappling with anxieties want to be cared for and assisted rather than told to the callback, hold or visit the website.

“The unexpected increase in demand for customer service has hit contact centers at a time when the customer service workforce is at a reduced capacity due to work-at-home constraints and the unfortunate case of agents falling ill due to the coronavirus,” said Yochai Rozenblat, CEO, Jacada.

“Our customer service automation solutions harmonize and elevate existing contact center systems to provide the agility businesses need to be able to pivot in times of crisis.” 

As part of the free offering, contact center leaders can utilize customer service automation solutions offered via Jacada Interact, its low code automation platform.

Visual IVR allows for better guidance for callers and works with existing contact center and IVR platforms.

Guided, just-in-time assistance for virtual agents can also help walk them through the next best actions to take for specific caller needs.

Commenting on the additional benefits offered by their solutions Rozenblat said, “Most automation solutions can be launched within 24 hours. Remember, automation doesn’t always require integration to your back-end systems. Even in cases where integration is required, Jacada’s CSRPA, Customer Service Robotic Process Automation, can be used to quickly overcome any integration hurdles as well.”

Edited by Maurice Nagle