Jacada Receives Visual IVR Patent

Jacada, a provider of customer service technology, has received a U.S. patent for its Visual IVR technology that includes a system and method for identifying a caller via a call connection and matching the caller to a user session involving the caller.

The patent, No.: US 8,995,646 B2 grants Jacada exclusive rights as the inventor of the technology.

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 speak with a human customer service agent to resolve the issue. The invention pertains to the field of self-service processes, systems, and applications that allow a more consistent and contextual method of self-service, call routing, and intelligent transition from self-service to agent assisted service.

"The patent issued reassures Jacada's customers that our intellectual property gives them a competitive advantage and the assurance that our customer service technology solutions, that they in turn are using to conduct their business with their customers, are designed in such a unique way that they warrant the legal protection afforded by the secured exclusivity of a U.S. patent," said Guy Yair, co-CEO of Jacada, in a statement. "Already in use by Fortune 500 ranking companies, it is also a testament to Jacada's technology innovation."

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, wherein the user session produces user session data; generating one or more temporary agent access numbers through which a communication channel can be established between the user and the human agent for the agent-initiated session.

Jacada first launched Visual IVR Plus in 2013 and has incorporated it into contact center solutions from Cisco Systems and Avaya.

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