Customer service technology provider Jacada has announced the beta launch of its new mobile solution Jacada Mobile Agent.
Aimed at improving customer service, the offering intends to reduce inbound call volume through the availability of self-service capabilities to smartphone users and mobile devices
According to the firm, Mobile Agent uses its “feature-rich platform” to bridge the gap between self-service and traditional customer service channels by allowing customers to connect to live agents at their timing and without repeating personal details to resolve their query.
Gideon Hollander, CEO at Jacada, said: “One of the top sources of customer frustration when calling customer care is the IVR. In fact, IVR has become synonymous with poor customer service because it isn’t designed to handle complex customer questions.
“Traditional self-service only works if the problem is easy. However, when customer problems become complicated, the user experience breaks down. With Jacada Mobile Agent, customers will finally be able to take advantage of mobility and experience continuity when starting a self-service interaction, having the ability to complete the interaction in a traditional voice or chat channel.”
Customers worldwide are currently beta testing the solution, with general availability expected in the third quarter of 2012.