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Driving Digital Adoption The Contact Hub Chris du Toit Chief Marketing Officer
Driving Digital AdoptionThe Contact Hub
Chris du ToitChief Marketing Officer
The Contact Hub
The Jacada Contact Hub
Engage digital customers
Improve Self-service
on the web
Visual IVR to lower inbound
call volume
Pivot voice callers to
the digital channel
Lower inbound call volume with
proactive engagement.
Proactive Outbound
Visual IVR
Visual IVRPivot voice callers into a digital experience
1-800
Number
Thank you for calling DCM. To experience our new visual interface, please press 1
SMS or
Mobile Push
“ Good afternoon Mr.
Smith. I see you are
calling about your
pending claim.”
Self-Service
Assisted Service
The Perfect Storm of new Technology
1. The rise in chatbots/virtual agents2. The rise in conversational commerce
Customer interactions are changing
The rise of chat botsThe changing digital landscape
The rise of messagingThe new interface of choice
“People are now
spending more time
in messaging apps
than in social media
and that is a huge
turning point.
Messaging apps are
the platforms of the
future and bots will
be how their users
access all sorts of
services.” -- Peter Rojas,
Entrepreneur in Residence at
Betaworks
Conversational CommerceThe changing face of customer interactions
Conversional Commerce “pertains to utilizing chat, messaging, or other natural language interfaces (i.e. voice) to interact with people, brands, or services and bots that heretofore have had no real place in the bidirectional, asynchronous messaging context.”
--- Chris Messina (ex-Uber, ex-Googler)
Conversational Commerce
~700m monthly active users, already allows
people to:
make payments,
e-commerce purchases,
hail taxis,
order food,
customize and order a pair
of Nikes,
host a conference call
and more all through a
chat interface
The “messaging interface” is more intuitive, less complex and allows more functionality
So what does this have to
do with driving digital
adoption?
1-800
Number
“ Good afternoon Mr.
Smith. I see you are
calling about your
pending claim.”
Visual IVRYour gateway to Conversational Commerce
Solution
Demonstration
Visual IVR
Conversational Commerce
“Voice” IVR
Conversational CommerceTrue Digital Interactions on the Voice channel
Virtual Agents
About UsProvide an effortless, personalized and digital experience to drive containment and next issue avoidance.
Drive Digital Adoption to Lower Inbound Call Volume by at least 10%. Guaranteed.
A connected Digital Customer Experience. We engage your customers where they are – whether it’s an inbound digital session, a voice inquiry, or a proactive outbound alert for true event driven engagement.
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THANK YOU
WWW.JACADA.COM
CHRIS DU TOIT
5901 Peachtree Dunwoody Rd
#550-B
Atlanta, GA 30328
UNITED STATES OFFICE
