WE'RE HIRING PROJECT MANAGER Project Manager The Project Manager leads cross-functional teams responsible for implementing Jacada’s enterprise software solutions. The Project Manager is accountable for managing solution planning, execution, quality, deployment and transition to our Global Support team. The Project Manager is responsible for achieving project financial and operational targets, promoting project communications, governance & best practices, resource management and forecast, and enabling customer trusted relationships. In addition to project management experience, the ..read more

Alexa, Siri, Google Assistant—virtual assistants have transformed how we interact with technology and what we expect from it. Today’s most popular assistants offer a multimodal experience — the ability to interact on multiple channels — and are a major leap from the voice-only assistants that dominated the market just a few years ago. Unsurprisingly, sales of these multimodal assistants grew 30% in 2020, while voice-only assistants saw a 3% decline. The same holds true in the contact center. Multimodal Virtual Agents allow customers to tap, text and talk to get more done, with little effor ..read more

Alliander Uses Visual IVR to Improve Millions of Interactions With more than 3 million utility customers, the Dutch utility provider Alliander is constantly inundated with customer queries. Jacada’s Customer Assistant solution, combined with WhatsApp integration, helped to reduce call numbers and provide an enhanced digital customer experience. Almost immediately after the launch of Visual IVR on our national line, the number of calls reaching agents has reduced tangibly. It is obvious not only in the numbers but can actually be felt. Edwin Van Wasbeek, Product Owner Telephony Service ..read more

Alliander Uses Virtual IVR to Improve Millions of Interactions With more than 3 million utility customers, the Dutch utility provider Alliander is constantly inundated with customer queries. Jacada’s Customer Assistant solution, combined with WhatsApp integration, helped to reduce call numbers and provide an enhanced digital customer experience. Almost immediately after the launch of Visual IVR on our national line, the number of calls reaching agents has reduced tangibly. It is obvious not only in the numbers but can actually be felt. Edwin Van Wasbeek, Product Owner Telephony Servic ..read more

Demanding callers. Complex processes. Impossible expectations. These are some of top contact center pain points driving employee disengagement today. In our webinar, What Your Call Center Agents Rant About on Social Media, we went beyond the annual Voice of the Employee survey to explore how agents really view the contact centers they work in—and why they’re leaving at an alarming rate. And with agent attrition racking up an estimated $91 billion* globally, the true cost of employee disengagement is too high to ignore. How Much Is Employee Disengagement Costing Your Contact Center? W ..read more

On July 27th 2021, Uniphore and Jacada signed a definitive agreement according to which the two teams will become one. We are poised to democratize AI and automation so that citizen developers can collaborate with developers and data scientists to make the world of CX better for everyone, with clicks not code. We hope that you’ll join us on this journey to innovate customer experience at record speed. Read on to learn why you should care. Why Is It Hard to Deliver Great CX Today? Almost everyone recognizes the importance of customer experience, but even in 2021, effortless customer exp ..read more

Employee disengagement is rampant in contact centers. Imagine a fire department where two-thirds of the firefighters on duty weren’t ready to respond to a call. How about a restaurant where two-thirds of the wait staff weren’t talking to patrons. Both of these situations would be totally unacceptable. But it’s actually the everyday reality at the contact center, according to Gartner’s recent report “Rampant Employee Disengagement is Driving Turnover and Harming Customer Outcomes.” The study found that only about one in every three reps felt engaged in their work. While the vast majority of ne ..read more

Why are so many knowledge bases inefficient to use when contact centers invest so much money in them? How can organizations more effectively direct customers to the knowledge they’re looking for? Gartner’s newest customer service report “Delivering Relevant Content and Knowledge to Customers Is Key to Great Customer Service” focuses on just these dilemmas. According to Gartner, customer service leaders should focus on these seven knowledge management best practices for improved customer service. See where your contact center makes its mark or could use a little improvement. 1. ‘Ou ..read more

How to Cut Call Center Agent Onboarding Time in Half and Make Every Agent Your Best Agent August 25th  | 11 AM EDT | 4 PM BST Register Now Brian Cantor Leading CX Industry Analyst Contact Center Week Kumaran Shanmuhan CX & Automation Consulting Leader Jacada Live Demo Featuring 10 Ways to Simplify Agent Onboarding With AI & RPA Embed learning in the flow of activities that employees and the enterprise perform to deliver their outcomes. People learn the most at the moment of need, and when training occurs in small units called microbursts, embedded within everyday ..read more

WE'RE HIRING SALES DEVELOPMENT REPRESENTATIVE Sales Development Representative If you thrive in the thrill of the hunt and celebrate gaining the interest and respect of prospective buyers, then we need to talk! We’re seeking a curious, gritty and persuasive professional with sales development experience in the enterprise software space. The right candidate will have a knack for learning a new domain and using that knowledge to nurture and persuade senior stakeholders (Director, VP and C-level) on calls, emails and other forms of outreach. The sales development representative will be r ..read more