Jacada Awarded Additional Visual IVR Technology Patent

Top Quote Jacada technologies prove unique intellectual property in the Visual IVR space with ‎multiple patents. End Quote
  • (1888PressRelease) May 29, 2015 - Atlanta - Jacada, Inc., a leading global provider of customer service technology ‎designed to simplify the interaction between businesses and their customers, has been awarded an ‎additional patent for its Visual IVR technology. In addition to the recent announcement of its ‎patented Visual IVR technology, Jacada now announces the issuance by the United States Patent ‎and Trade Office (USPTO) of US Patent No.: US 9,008,288 B2 granting Jacada exclusive rights as ‎the inventor of Visual IVR technology that includes a system and method for self service, call ‎routing, and intelligent transition from self-service to agent-assisted service.

    The invention pertains to the field of self-service processes, systems, and applications. More ‎particularly, this additional patent covers the concept of assisting a user in a decision tree based ‎self-service flow where at some point the system decides that the user needs assisted service and ‎passes the self-service session (and associated data such as GPS) to the assisting agent. The ‎unique value in this intellectual property is the ability to provide continuity in the transition of ‎information to the customer service agent, allowing them to continue providing assistance "in ‎context". This lowers the cost to serve and creates an easier process for the customer.

    ‎"Having multiple patents granted for our Visual IVR product proves Jacada's unique intellectual ‎property that supports contextual and continuous customer service across all customer ‎communication channels", says Guy Yair, Co-Chief Executive Officer of Jacada. "As a part of our ‎Omni-Channel solution suite, this technology is already in use by Fortune 100 ranking companies ‎and is a testament to Jacada's technology innovation in customer service."

    Jacada introduced its Visual IVR product to the market to solve customer service frustrations ‎experienced when traditional computer-based customer support systems, such as automated ‎attendants or interactive voice response (IVR), fail to allow the customer to resolve an issue ‎resulting in the need to still speak with a human customer service agent to resolve the issue. ‎Jacada's patented Visual IVR technology works by determining that an agent-assisted service ‎session should be initiated between a user and a human agent at some point after the user has ‎initiated a user session. Thereafter, the user session produces user session data; generating one ‎or more temporary agent access numbers through which a communication channel may be ‎established between the user and the human agent for the agent-initiated session.

    The full text of the patent is available on the website of the United States Patent and Trademark ‎Office at www.uspto.gov.
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    About Jacada
    Jacada provides solutions that simplify and improve the effectiveness of customer interactions. ‎Jacada's mobile, customer, agent desktop and process optimization solutions help companies ‎reduce the cost of their operations, drive customer satisfaction, and provide a complete return on ‎investment within the first year after deployment. Founded in 1990, Jacada operates globally with ‎offices in Atlanta, USA; London, England; Munich, Germany; and Herzliya, Israel. More information ‎is available at http://www.jacada.com.

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