Jacada is a company that provides software solutions to simplify customer service interactions across contact centers, websites, mobile apps, and branch offices. Their solutions include a unified service desktop, workflow automation, process automation, and visual interactive voice response. Some of the industries they work with include finance, banking, telecom, retail, and healthcare. Case studies show customers achieving benefits like reduced average handle times, fewer escalations, increased first call resolutions, and decreased training times through Jacada's customer service desktop and process guidance solutions.

1. © 2014 Jacada, Inc. All rights reserved. Customer Service. Simplified.
Improving
Over 24 Years
Customer Experience

2. © 2014 Jacada, Inc. All rights reserved. Customer Service. Simplified.
Everything we do helps our customers
simplify their customer interactions
and drive efficiency across all customer
touch points – contact center, web,
mobile, and branch/sales office

3. © 2014 Jacada, Inc. All rights reserved. Customer Service. Simplified.
Offices
Customers

4. © 2014 Jacada, Inc. All rights reserved. Customer Service. Simplified.
Finance & Banking
Telecom
Retail
Healthcare

5. © 2014 Jacada, Inc. All rights reserved. Customer Service. Simplified.
The Sales DesktopThe Customer Service
Desktop
Via Web and Mobile
Simplifying CE Across All Touch-points

6. © 2014 Jacada, Inc. All rights reserved. Customer Service. Simplified.
Solutions that
Simplify

7. © 2014 Jacada, Inc. All rights reserved. Customer Service. Simplified.
Unified Service
Desktop Workflow (BPM) scripting
Process
Automation Fix CRM
Personalized, task
driven service
desktop
• Ticketing
• Task follow-up
• Change orders
Step by step
guidance
Suggest
knowledge,
help, next action
Automate
processes –
increase
compliance and
reduce errors
Simplify usage
Automate
navigation
Sales Desktop Next Best Offer Workflow UI Builder
Personal offer driven
sales and up-sell
desktop
• Dynamic offer and
objection handling
• Personalized offers
• Rules driven up-sell
• Product configurator
• Special order handling
• Sales performance
• Single view of
customer, order,
recommendations,
and WISMO
Visual IVR Transactional self-service Visual Auto Attendant
•Capture intent & avoid
customer zero outs
•Avoid asking the first two
questions (what is your
policy #) – shorten calls
Enable self service for
transactions – technical
support, fix account settings,
change payment plans
Efficiently connect prospects
and partners to your
organization
Inbound
Contact
Center
Outbound
Contact
Center
Omni-
Channel
Customer Service Desktop
The Sales Desktop
Via Web and Mobile

8. © 2014 Jacada, Inc. All rights reserved. Customer Service. Simplified.
Supporting Customers to Drive Efficiency
58%
40%
10% 11%
20%
30%
20%
25%
45%
17%
60%
50%
30%
50%
30%
20%
30%
40%
80%
50%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
Vodafone Telefonica
(O2)
Cox Embarq Bell Canada Kabel
Deutchland
Nationwide Capita Stations
Casinos
Lillian Vernon
AHT
CSR Training

9. © 2014 Jacada, Inc. All rights reserved. Customer Service. Simplified.
CustomerCaseStudy
Service
Desktop
Cross Channel Customer Service Solution
Store
Technical
Support

10. © 2014 Jacada, Inc. All rights reserved. Customer Service. Simplified.
CustomerCaseStudy Some of the Benefits Delivered
 Customer Service: Desktop and Process Guidance
 Pay&Go AHT reduced by 45 seconds (target 38s)
 Pay&Go Data settings calls reduced by 120s & 15,000 outbound data calls
per month eliminated
 Retention AHT reduced by 90 seconds & RFT increased to 98%
 Sales/Store: Desktop and Process Guidance
 50% fewer calls to customer service
 Alleviated store queues
 Technical Support: Agent Scripting
 50% fewer escalations to level 2
 25% increase in RFT
 40% training reduction (2 weeks)

11. © 2014 Jacada, Inc. All rights reserved. Customer Service. Simplified.
We make you more competitive
 Decrease the cost to serve
your customers
 Saved over $50M for our major
customers in 2013
 Simple implementation –
drive your own change
 Agile vendor that works
with your needs