© 2014 Jacada, Inc. All rights reserved. Customer Service. Simplified.

Improving

Over 24 YearsCustomer Experience

© 2014 Jacada, Inc. All rights reserved. Customer Service. Simplified.

Everything we do helps our customers simplify their customer interactions

and drive efficiency across all customer touch points – contact center, web,

mobile, and branch/sales office

© 2014 Jacada, Inc. All rights reserved. Customer Service. Simplified.

Offices

Customers

© 2014 Jacada, Inc. All rights reserved. Customer Service. Simplified.

Finance & Banking

Telecom

Retail

Healthcare

© 2014 Jacada, Inc. All rights reserved. Customer Service. Simplified.

The Sales DesktopThe Customer Service Desktop

Via Web and Mobile

Simplifying CE Across All Touch-points

© 2014 Jacada, Inc. All rights reserved. Customer Service. Simplified.

Solutions that

Simplify

© 2014 Jacada, Inc. All rights reserved. Customer Service. Simplified.

Unified Service Desktop Workflow (BPM) scripting

Process Automation Fix CRM

Personalized, task driven service desktop

• Ticketing• Task follow-up• Change orders

Step by step guidanceSuggest knowledge, help, next action

Automateprocesses –increase compliance and reduce errors

Simplify usageAutomate navigation

Sales Desktop Next Best Offer Workflow UI Builder

Personal offer driven sales and up-sell desktop

• Dynamic offer and objection handling• Personalized offers• Rules driven up-sell

• Product configurator• Special order handling

• Sales performance• Single view of

customer, order, recommendations, and WISMO

Visual IVR Transactional self-service Visual Auto Attendant

•Capture intent & avoid customer zero outs•Avoid asking the first two

questions (what is your policy #) – shorten calls

Enable self service for transactions – technical support, fix account settings, change payment plans

Efficiently connect prospects and partners to your organization

Inbound ContactCenter

Outbound ContactCenter

Omni-Channel

Customer Service Desktop

The Sales Desktop

Via Web and Mobile

© 2014 Jacada, Inc. All rights reserved. Customer Service. Simplified.

Supporting Customers to Drive Efficiency

58%

40%

10% 11%

20%

30%

20%25%

45%

17%

60%

50%

30%

50%

30%

20%

30%

40%

80%

50%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

Vodafone Telefonica(O2)

Cox Embarq Bell Canada KabelDeutchland

Nationwide Capita StationsCasinos

Lillian Vernon

AHT

CSR Training

© 2014 Jacada, Inc. All rights reserved. Customer Service. Simplified.

Cu

sto

mer

Cas

e St

ud

y

Service Desktop

Cross Channel Customer Service Solution

Store

TechnicalSupport

© 2014 Jacada, Inc. All rights reserved. Customer Service. Simplified.

Cu

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y Some of the Benefits Delivered Customer Service: Desktop and Process Guidance

Pay&Go AHT reduced by 45 seconds (target 38s)

Pay&Go Data settings calls reduced by 120s & 15,000 outbound data callsper month eliminated

Retention AHT reduced by 90 seconds & RFT increased to 98%

Sales/Store: Desktop and Process Guidance 50% fewer calls to customer service

Alleviated store queues

Technical Support: Agent Scripting 50% fewer escalations to level 2

25% increase in RFT

40% training reduction (2 weeks)

© 2014 Jacada, Inc. All rights reserved. Customer Service. Simplified.

We make you more competitive

Decrease the cost to serveyour customers

Saved over $50M for our majorcustomers in 2013

Simple implementation –drive your own change

Agile vendor that workswith your needs