See How Visual IVR can drive great cost savings to to your organization while reducing costs and driving profitability. In addition, customer satisfaction is highly increased with reduced AHT and improved FCR. Let your customers enjoy the benefits of the touch and see technologists by providing a visual menu to your existing IVR.

1. © 2014 Jacada, Inc. All rights reserved.
Visual IVR
Reduce Average Handle Time

2. © 2014 Jacada, Inc. All rights reserved.
AGENDA
Introductions
Corporate Overview
Visual IVR
Demonstration
Next Steps

3. © 2014 Jacada, Inc. All rights reserved.
60 seconds
Save a minimum of
on every call.

4. © 2014 Jacada, Inc. All rights reserved.
The Pain

5. © 2014 Jacada, Inc. All rights reserved.
~25%
60%
75%
Attempt Self-Service
Self Service
Successfully
Abandons!
Reverts to Voice Channel
No Continuity. Longer Call Handle Times
Percentages based on Gartner and Forrester reports and industry analysts
and represented as averages across verticals. Yours may be higher or lower.

6. © 2014 Jacada, Inc. All rights reserved.
~25%
60%
75%
Attempt Self-Service
Self Service
Successfully
Abandons!
Reverts to Voice Channel
40%Call Customer Service Directly
~85% Of your Customer Interactions End Up in the Call Center!
Percentages based on Gartner and Forrester reports and industry analysts
and represented as averages across verticals. Yours may be higher or lower.

7. © 2014 Jacada, Inc. All rights reserved.
A Typical Customer Service Call
IVR Navigation Collecting Information Explaining
the
Problem
Solution
2 Min 2 Min 1 Min 2 Min
7
Minutes Call

8. © 2014 Jacada, Inc. All rights reserved.
Reducing Call Times by Asking 2-4 Questions
Before the Call
IVR Navigation Collecting Information Explaining
the
Problem
Solution
2 Min 2 Min 1 Min 2 Min
Verifying
Information
Explaining
the
Problem
Solution
1 Min 1 Min 2 Min
3 minutes saved total,
1 minute AHT
4
Minutes Call

9. © 2014 Jacada, Inc. All rights reserved.
Translates to Big Savings
For a 100 agent call center with a loaded
agent cost of $20, a 1 minute AHT reduction
equates to savings of:
$752, 000
http://www.jacada.com/solutions/calculate-your-roi

10. © 2014 Jacada, Inc. All rights reserved.
What is Visual IVR?

11. © 2014 Jacada, Inc. All rights reserved.
Creates a visual interaction
instead of a voice interaction

12. © 2014 Jacada, Inc. All rights reserved.
Creates enhanced flows
that reduces your AHT

13. © 2014 Jacada, Inc. All rights reserved.
Where Visual IVR fits in?

14. © 2014 Jacada, Inc. All rights reserved.
25%
60%
75%
Attempt Self-Service
Self Service Succesfully
Abandons!
40%
VIVR with Context
to Determine Intent
VIVR to Collect and Provide
Complex Data & Discovering
Customer Intent
Shorter Handling Time

15. © 2014 Jacada, Inc. All rights reserved.
The IVR Experience

16. © 2014 Jacada, Inc. All rights reserved.
“Thank your for calling DCM Computers.
Please press 1 for English, or press 2 for Spanish”
“Please press 1 for New Sales, 2 for Replacement
parts or 3 for support”
“Please press 1 if this is a corporate account, 2
for personal accounts”
“Please press 1 for part replacement under
warranty, otherwise press 2”
Before
“DCM Computers,
How can I help you today?”

17. © 2014 Jacada, Inc. All rights reserved.
After – the VIVR Solution
“Hello Mr Doe, Thank you
for calling DCM computers.
I see you are ordering a
replacement part under
warranty…”

18. © 2014 Jacada, Inc. All rights reserved.
VIVR on your Website!

19. © 2014 Jacada, Inc. All rights reserved.
Are you phoning about:
Support
Sales
Branch Locator
Other
Is the nature of your support call regarding:
Troubleshooting an issue
Ordering a replacement part
In order to properly route your call,
please provide your warranty service tag
located on the bottom of your computer
(eg. 5dy7x):
Service Tag ID: [ ]
Thank you. We have all the information you
provided and are ready to connect you.
Mr. John Doe
Tel: 00449079079
16 Silverman Rd. UK
Please select:
Call
Chat 7FGKLA

20. © 2014 Jacada, Inc. All rights reserved.
VXML
Interactions
Web Self Service
Quick Implementation Rich Screen Pop
Mobile App / Web TVs & Other Smart Devices
How does it Work?

21. © 2014 Jacada, Inc. All rights reserved.
Features & Benefits

22. © 2014 Jacada, Inc. All rights reserved.
Works with your existing IVR Platform
Quick and Seamless implementation,
preserves your legacy IVR investment
Supports Multiple platforms
Call Intercept
Reach all customers regardless of how they
choose to interact with your organization
Reduce inbound calls and ensure more customers
adopt VIVR by providing convenient access

23. © 2014 Jacada, Inc. All rights reserved.
Rich Screen-Pop
Lower handle time and increased
customer satisfaction
Rich Designer
Capture True Customer Intent
Reduce call volume by allowing the business
to build new self service flows
Reduced call handle time and better routing
(which means less transfers)

24. © 2014 Jacada, Inc. All rights reserved.
VIVR Interaction Designer
 Easy to use Visual Tool
 Rules Engine
 Version Control
 Reporting
 Hot Deployment

25. © 2014 Jacada, Inc. All rights reserved.
Most people
followed this
path
A lot of people took
a while to
get past these
points
People are leaving this
form blank most
of the time
VIVR Auditing & Reporting
 Sophisticated audit trail,
maps & reporting
 Monitors interaction
performance & bottlenecks
 Insights for optimized
interactions points
 Ideal for Continuous
Improvement

26. © 2014 Jacada, Inc. All rights reserved.
Dashboard

27. © 2014 Jacada, Inc. All rights reserved.
Use Cases

28. © 2014 Jacada, Inc. All rights reserved.
Customer Adoption
Putting Visual IVR in front of your customers:
 Replace your phone number on your website
with a “Contact Us” link to Visual IVR
 Provide an option in your Voice IVR to send a
text link to a Visual IVR session
 Integrate to your existing mobile app or use call
intercept.
• Make Visual IVR as easily accessible to your customers
as possible

29. © 2014 Jacada, Inc. All rights reserved.
Mobile Phone
Insurer in US
Collect claim information
before connecting to agent
Israeli Cable
TV Company
Offers transactional
self-service on their website
Large Russian Telco
Offers its subscribers to
instantly sign-up for a
roaming package

30. © 2014 Jacada, Inc. All rights reserved.
Time is Money
 Save a min of 60 seconds on every call
 Voice IVR Cost per transaction is 0.50c,
Visual IVR transaction cost is 0.03c
 Dramatically improved Customer
Satisfaction
 Unlike speech solutions, implementation
in weeks, not months

31. © 2014 Jacada, Inc. All rights reserved.
Benefits Summary

32. © 2014 Jacada, Inc. All rights reserved.
For your Customer
Easy visual navigation
 No listening to complete menu trees
 Quick access to desired selection
No repeating of information
 Discover customer intent
 Less customer frustration
Better customer service
 Reduced call times
 Reduced hold times
For your Business
Dramatically reduced costs
 Lower AHT based on better information
 Lower IVR and Telephony charges
Reduced call times
 Rich screen pop means less repeating
 Asking complex or additional questions
Easy implementation
 Reuses your existing IVR scripts
 Build new flows to reduce AHT

33. © 2014 Jacada, Inc. All rights reserved.
Thank You