Jacada Announces Private Equity Investment

Jacada Ltd. (OTCQB: JCDAF), a global provider of customer experience technology designed to simplify the interaction between businesses and their customers, announces that Israel Growth Partners (IGP), a Private Equity investment. Jacada’s visual IVR is a key asset to their capabilities has other digital transformation solutions aiming to reduce the cost to serve customers while driving a seamless customer journey. The visual IVR transforms the typical “press 1 for….” Press 2 for…” type of IVR and instead uses a touch interface. Companies looking toward digital transformation of the customer experience are using the visual IVR as a cornerstone of their digital transformation. This investment should be helpful in Jacada’s future growth.

Jacada Visual IVR@Drnatalie Petouhoff, VP and Principal Analyst, Covering Digital Customer Experience Transformation in Customer-facing Application





How Technology Affect an Agent’s Ability to Deliver Customer Experiences and The Affect on Increasing Revenue and Decreasing Costs

We conducted a study to determine the affect of technology on Customer Service Agent’s ability to deliver great customer experiences, increase revenue, decrease customer churn, agent attrition and contact center and call center costs, especially the cost of doing social media  Customer Service without a specific technology platform that allows all interactions- Facebook, Twitter, calls, chats, emails, etc.. to be delivered to the desktop and the context of the interaction to be maintained even if the customer uses another interaction action channel.

This study includes three case studies in which we measured the time it took the agents to deliver customer service through email, chat, phone, social media channels. We compared that to using a system that would provide a systematic way to pivot real-time between channels, reducing the cost to serve the customer and at the same time reducing the customer churn, especially where social media can drive negative word of mouth.

While not all customers post in social media and complain, many more customers are reading what customers are posting and not even bothering to buy from that company. The ratio for most customer bases for social media interaction follow the 1-9-90 rule. 1% of the customers post; 9% respond to those customers that post and 90% read the posts from the 10%. This ratio varies from vertical industry and whether its is a B2C or B2B company. However, the point is that the social customer service should not be underestimated just because all customers are not posting in social media. The important take-a-way is that word of mouth, whether its positive or negative, does influence large percentage of your customers.

Below is one of the two presentation I gave at the http://www.contactcenter2013.com/ in Arizona –

How Technology Affects Agent Performance and the Bottom-Line by @DrNatalie Petouhoff_Contact Center

And the 3 white papers with the results of the study on how technology affects agent productivity and the bottom-line:

DrNatalie Study on Agent Productivity and Social Media and Traditional Customer Service_Case Study 1

The Affect of the Customer Service Agent on the Bottom-line Research #2

The Affect of the Customer Service Agent on the Bottom-line Research #3

Below is the 2nd of the two presentation I gave at the http://www.contactcenter2013.com/ in Arizona –

7 Steps to Customer Experience And Contact Center Excellence @DrNatalie

If you would like to know more about how to add social media to your contact center, benchmark your current center and understand where you are with respect to best practices, please reach out to us!



Webinar: 11/26 How Visual Self-Service Drives Great Customer Experiences

Join me for the upcoming webinar, “How Visual Self-Service Drives Great Customer Experience.

This is a must-not-miss for brands and businesses looking to up their Customer Experience strategy. If you’re a regular follower of my work, you already know how valuable fantastic customer service is, and if you’re not familiar with my work, this webinar is a perfect place to start!

Main topics will include:

  • The evolution of self-service over 125 years from a mere concept to the development of speech recognition and IVRs.
  • The rising need to meet the real-time, on-the-go demands of the connected consumer
  • The transition from Push Button IVR to Visual IVR.
  • Practical solutions for narrowing the gap between agent assistance and automated
    self service.
  • Valuable tips on how you can transform self service in your organization,
    quickly and profitably.
  • Find out how companies are creating win-win solutions for both the connected customer and the organization with a visual IVR that works on all digital properties.

Need more details? Here you go:

Event status: Not started (Register)
Date and time: Tuesday, November 26, 2013 10:00 am
Eastern Standard Time (New York, GMT-05:00)
Panelist(s) Info:
Dr. Natalie Petouhoff – Customer Service & Social Media ROI expert
Duration: 45 minutes


Looking forward to “seeing” you on the 26th, and look forward to your comments and feedback!

Dr. Natalie: voted Top 20 In Social Media HuffPo
Dr. Natalie’s ebook: voted as one of the Top Ten Most downloaded Social Media ebooks- On smROI

Click here to watch my videos on Social Media ROI:
Video 1: Building the Business Case for Social Media
Video 2: How to Measure the ROI of Social Media
Video 3: How Social Media Benefits the Whole Company

Dr. Natalie’s Executive Success Acceleration Firm™
Executive Business Strategy Advisor & Social Customer Experience Industry Authority & Consultant

The Doctor Knows Social Media ROI & Our Business Strategies Rx Get Results!
Our Motto? Be Awesome by: Learning, Sharing & Growing!

What we do: We work with companies to deliver increased revenue and decreased costs:

  • Executive Leadership Guidance on Strategy and Business Use of Social Media
  • Social Media / Business Benchmark Assessments – Tell you what you got/ what you might consider
  • Social Media ROI – set-up measurement capabilities and dashboards
  • Workshops on Business Strategy: Customer Experience, PR, Marketing, Customer Service & Internal Employee Advocacy
  • Instructor MEMES Summer Institutes at UCLA Anderson & UCLA Extension
  • Customer Experience / Social Customer Service Excellence Benchmarking Assessments & Advisory
  • Software Company Visualized-ROI, Persona-based Solution Selling w/ Targeted USP & Messaging / ebooks, White Papers, Webinars…
  • Social Media Training, Organizational Change, Motivation and Goal Setting

My book: Like My Stuff: How To Monetize Your Facebook Fans

Follow Me Here:
Twitter: @drnatalie
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DrNatalie Petouhof


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