Jacada Sign Up Information

How’s your New Year resolution working out for you? At Jacada our goal is to make you a hero to your customers because we know you are working too hard to be the company that’s “hard to deal with”. Make 2020 the year of the employee and future proof the customer service experience in the face of overwhelming complexity. Let’s get started!

Content Giveaway

Latest Gartner Research:  Designing Conversational Experiences for Chatbots and Virtual Assistants

Interesting Reads 

Kate Leggett from Forrester on the three mega trends for customer service in 2020. 

Lori Bocklund from Strategic Contact shares findings from the Contact Center Challenges and Priorities survey for 2020. 

Jacada in the News 

Jacada debuts as Customer Service Specialist in HFS Research Top 10 Robotic Process Automation report

Where to Find Us? 

CCW 2020, March 2-4, Berlin @ Hall 3, booth # B3/B5

Call & Contact Centre Expo, March 18-19, London @ booth 1672

In the area? We'd love to meet up. Contact us for your free pass! 

Customer Spotlight

Unifying desktops with RPA. A Frost & Sullivan Case Study featuring Israel Discount Bank. 

Quick Sound Byte

Is RPA like screen scraping? Two minutes on the difference between screen scraping and robotic automation. 

Deliver Consistent CX With Your #WFH Call Center Agents

Know your Blind Spots.

Join the Webinar to learn how AI & RPA can help. 

Look beyond traditional workforce management and develop an action plan to master agent assistance and task management during this time of shared lockdown.

Webinar: Deliver Consistent CX with Your Work From Home Call Center

Date: Wednesday, April 29th at 1 pm EDT

Register Here

We will uncover blind spots and demo innovative solutions you can quickly launch to simplify the new world of work from home for the call center workforce.

What You'll Learn:   

• How To Overcome #WFH Blind Spots associated with a Traditional Approach to Workforce Management
• How To Simplify Onboarding and Training With Agent Guidance & Task Automation
• How To Master Agent Assistance Using AI and RPA
• How To Create An Action Plan To Boost Call Center Productivity During Our Shared Lockdown

Meet the Panel:

Adam Rennert: Co-Founder, President at PeakView, Inc.

Dr. Guy Yogev: Managing Partner at BDO Customer Management

Michael Haisten: Principal Consultant, Customer Service AI at Jacada

Kumaran Shanmuhan:  Chief Growth Officer at Jacada

About Us

Jacada is a leader in customer service automation delivering intelligent self-service and workforce engagement management solutions that guide and assist customers and employees while automating manual tasks using AI and robotic process automation. 

 Join our upcoming webinar on preparing the call center for the Coronavirus: 

How To Combat

High Call Volume During

Times of High Anxiety

Featuring a Panel of Experts in Customer Service Automation 

Learn how to battle customer service complexity with agility and empathy

Join our panel of experts for a fluid discussion on how to manage call center operations in the wake of unexpected events such as the coronavirus outbreak.

Webinar: How To Combat High Call Volume During Times of High Anxiety

Date: Wednesday, March 25th at 1 pm EDT

Register Here

We will review best practices, demo innovative automation solutions that simplify employee and customer experience in high risk interactions, and share actual results from implementations in high stake environments. 

What You'll Learn:   

• Managing Heightened Customer Anxiety
• Ensuring the Safety of Your Customer Service Workforce
• Managing Unexpected Spikes in Contact Volumes
• Minimizing Onboarding Time, Processing Time and Error Rates
• Minimizing Stress for IT & Driving an Agile Operation

Meet The Panel:

Rini Fredette

Senior Vice President, Contact Center Services & Solutions

PSCU

Martin Hill-Wilson

Founder, Customer Service & AI Engagement 

Brainfood Consulting

Kumaran Shanmuhan

Chief Growth Officer

Jacada

About Us

Jacada is a customer service automation leader with over three decades of experience automating end-to-end customer interactions with real-time guidance and intelligent automation, powered by customer service RPA.

 Join today''s webinar on preparing the call center for the Coronavirus: 

How To Combat

High Call Volume During

Times of High Anxiety

Featuring a Panel of Experts in Customer Service Automation 

Learn how to battle customer service complexity with agility and empathy

Join our panel of experts for a fluid discussion on how to manage call center operations in the wake of unexpected events such as the coronavirus outbreak.

Webinar: How To Combat High Call Volume During Times of High Anxiety

Date: Today (Wednesday, March 25th) at 1 pm EDT

Register Here

We will review best practices, demo innovative automation solutions that simplify employee and customer experience in high risk interactions, and share actual results from implementations in high stake environments. 

What You'll Learn:   

• Managing Heightened Customer Anxiety
• Ensuring the Safety of Your Customer Service Workforce
• Managing Unexpected Spikes in Contact Volumes
• Minimizing Onboarding Time, Processing Time and Error Rates
• Minimizing Stress for IT & Driving an Agile Operation

Meet The Panel:

Rini Fredette

Senior Vice President, Contact Center Services & Solutions

PSCU

Martin Hill-Wilson

Founder, Customer Service & AI Engagement 

Brainfood Consulting

Kumaran Shanmuhan

Chief Growth Officer

Jacada

About Us

Jacada is a customer service automation leader with over three decades of experience automating end-to-end customer interactions with real-time guidance and intelligent automation, powered by customer service RPA.

Deliver Consistent CX With Your #WFH Call Center Agents

Know your Blind Spots.

Join the Webinar to learn how AI & RPA can help. 

Look beyond traditional workforce management and develop an action plan to master agent assistance and task management during this time of shared lockdown.

Webinar: Deliver Consistent CX with Your Work From Home Call Center

Date: Wednesday, April 29th at 1 pm EDT

Register Here

We will uncover blind spots and demo innovative solutions you can quickly launch to simplify the new world of work from home for the call center workforce.

What You'll Learn:   

• How To Overcome #WFH Blind Spots associated with a Traditional Approach to Workforce Management
• How To Simplify Onboarding and Training With Agent Guidance & Task Automation
• How To Master Agent Assistance Using AI and RPA
• How To Create An Action Plan To Boost Call Center Productivity During Our Shared Lockdown

About Us

Jacada is a leader in customer service automation delivering intelligent self-service and workforce engagement management solutions that guide and assist customers and employees while automating manual tasks using AI and robotic process automation. 

Pivot With Agility: Join Frost & Sullivan & Jacada May 19th

During this unprecedented time, virtual learning opportunities are necessary for growth. That's why we're excited to partner with Frost & Sullivan's May Customer Contact: Webinar Week, a monthly webinar series focused on Customer Contact best practices, complimentary to you.

Upcoming Webinar

Join Scott Merritt, VP, Global Head of Automation, to learn about the 8 Customer Service Automation bots rescuing Customers AND Employees from complexity.

Content Giveaway

Download the Gartner Report and take charge of your CCaaS vendor selection process.

Know the Facts

It's fair to say COVID-19 has changed the way businesses operate. Learn how customer service and support teams can do more with less using artificial intelligence. Read the five ways AI can help call centers in crisis.

From the Experts

A must read!  Gartner''s Top 10 Strategic Technology Trends for 2020

Customer Hero Story

Learn how Leumi Card''s Visual IVR bot turned a dreaded IVR interaction into a new digital experience for their customers.

Call Center Agility During COVID-19

In the wake of the coronavirus outbreak, you can still be a hero to your employees and customers. This month''s content is focused on helping you battle customer service complexity with agility and empathy during difficult times. Automation to the rescue...

Upcoming Webinar

Rini Fredette of PSCU and Martin Hill-Wilson of Brainfood Consulting join Jacada for a panel discussion on how to combat high call volume during high anxiety.   

Content Giveaway

Jacada positioned in the 2020 Gartner Magic Quadrant for Workforce Engagement Management.

Know the Facts

Can customer service automation bulletproof your call center AND rescue your CX during a crisis? Automation to the rescue explained.

From the Experts

Shep Hyken on why in difficult times, it is more important than ever to maintain or boost the customer experience.

Martin Hill-Wilson on early EX lessons from emotive CX. At the heart of experience management is emotion.

Quick Sound Byte

The secrets to agility lie in the agent desktop.  

Pivot With Agility: Join Frost & Sullivan & Jacada May 19th

During this unprecedented time, virtual learning opportunities are necessary for growth. That's why we're excited to partner with Frost & Sullivan's May Customer Contact: Webinar Week, a monthly webinar series focused on Customer Contact best practices, complimentary to you.

Upcoming Webinar

Join Scott Merritt, VP, Global Head of Automation, to learn about the 8 Customer Service Automation bots rescuing Customers AND Employees from complexity.

Content Giveaway

Download the Gartner Report and take charge of your CCaaS vendor selection process.

Know the Facts

It's fair to say COVID-19 has changed the way businesses operate. Learn how customer service and support teams can do more with less using artificial intelligence. Read the five ways AI can help call centers in crisis.

From the Experts

A must read!  Gartner''s Top 10 Strategic Technology Trends for 2020

Customer Hero Story

Learn how Leumi Card''s Visual IVR bot turned a dreaded IVR interaction into a new digital experience for their customers.

Two emails in two days?  We promise, this one IS different:)

How ironic that our monthly customer service automation newsletter found a way to automate itself into your inbox yesterday, only problem was... it was a duplicate of last month''s (May) newsletter.  So let us first apologize for sending you duplicate content and also let you know that we have placed our email bots on official leave until further notice.  To make up for the mistake we have packed this June newsletter with some kicka** content along with a chance to register for our upcoming webinar next Tuesday featuring Everest Group:  Rise Above the Pandemic with an Automation-First BPO Strategy  Thanks again for your understanding and enjoy the content.

Upcoming Webinar

Joined by Everest Group''s Skand Bhargava, we will dig into the new BPO normal and discuss how the current pandemic changes the way your organization engages with BPO partners. 

Content Giveaway

Who doesn''t love free stuff from industry leading analysts?  Check out the latest CCaaS vendor selection report from our friends at Gartner.

Bots to the rescue

A super stressed workforce can only benefit from a super charged bot army.  Check out eight no-brainer use cases to help kick start your Attended RPA efforts

From the Experts

Digital workforce burning platform?  Have a look at our recent favorite from HFS to see why 54% of organizations surveyed seek to increase their automation investments.

It''s Demo Time

All you need is 3 minutes and a cell phone to experience Visual IVR.  See for yourself how companies are turning inbound call volume into guided self servicing experiences... no mobile app required.