Jacada has announced the beta availability of Jacada Mobile Agent, its new mobile product offering. Jacada Mobile Agent aims to bridge the gap between self-service and traditional customer service contact channels by allowing the customer to quickly connect to a live agent, when they want, to complete an interaction; all without having to repeat information.
“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,” said Gideon Hollander,  Chief Executive Officer, Jacada.
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Jacada Mobile Agent is currently in beta testing undergoing extensive collaborative deployments with large customers worldwide. Jacada expects General Availability of Jacada Mobile Agent in the third quarter of 2012 and is currently welcoming applications for its beta program as well as those interested in a proof of concept or pilot to help shape the future of mobile care.Â
