1. Jacada Solutions Showcase
David Holmes, AVP Digital Solutions
November 1, 2016

2. 25 Customer Effort Years In the Industry Improving
Digital
Channels
Physical
Reducing
Customer
Effort
Improving
Millions of Customers…
…10s of Thousands of Agents
Benefit from Our Solutions
Technology Partnerships
Consulting Partnerships

3. Reduce Effort, Improve CX, Reduce Call Volume
Agent Productivity
Digital Transformation
Productivity
Effectiveness
Effort
Costs
Self-Serve CX
Effort
Calls
Unified Agent
Desktop
Visual
IVR
Virtual
Assistant
Digitally
Enabled
Agents
Desktop
Automation
(RPA)
Agent
Guidance
AHT, FCR, NBA
Reduce Effort, Align Digital & Voice

4. The Solution Guidance & Automation Results Contextual guidance
Highlight which questions to ask the customer
Provide forms for accepting data input
Rules to define the call flow or path
Update back end systems in real time
Guidance
&
Automation
Results
Up to 60 seconds AHT savings
500 hours saved per month by automating s and fax
Eliminated 15,000 s or faxes

5. The Solution Unified Desktop Guidance & Automation Results
Jacada Agent Guidance provides:
Dynamic content in context, based on real-time customer information.
Speedy resolution driven by easy-to-follow series of scripts and process flows.
Automated call disposition improving accuracy and consistency.
Comprehensive step-by step fault diagnosis via on screen prompts and guides.
Unified Desktop
Guidance
& Automation
Results
40 seconds AHT reduction per call
50% reduction in time needed to record notes
Nearly 50% reduction in escalation to 2nd tier support
25% decrease in “repeated calls”
Training time for new advisors reduced from 5 to 3 weeks.

6. The Solution Unified Desktop Guidance & Automation Results
Unified agent desktop, automation and guidance
Integrating multiple applications and automating key processes.
Integrated application & CTI tabs
Customer & policy highlights & search
Integrated messaging and alerts
Billing timeline with drilldown capabilities
Unified Desktop
Guidance
& Automation
Results
$6 million in annual savings
Reduce CSR training time by 2 weeks
20% AHT reduction
6 months implementation

7. Agent Desktop – Customer Example
Unified Agent Desktop +
Contextual Guidance

8. Into a Digital Engagement solution
Digitally enable
your IVR. Turn this…
Into a Digital Engagement solution
Thank you for calling DCM computers. Please press 1 for English or press 2 for Spanish.
Please press 1 for New Sales, 2 for Replacement parts or 3 for Support.
Please press 1 for parts replacement under warranty, otherwise press 2
Please press 1 if this is a corporate account, 2 for personal accounts.

9. Jacada® Visual IVR Self-Service If Agent is needed…
“ Good afternoon
Mr. Smith. I see you are inquiring about your bill? I would be happy to answer your questions”
Billing & Payments
Plans & Services
Add a Device
Works on any HTML5 Device.
No app required.
Can also work with your mobile app.

10. 70% Reduction in Customer Effort
Fortune 50
Software Company
99%
NA call volume is over
550,000 calls per month
99% customer
satisfaction
2 months
implementation
3.5 months
for ROI
Results
Jacada® Visual IVR
70% Reduction in Customer Effort
(from 4.20 to 1.20 minutes)
45% Customer
adoption
11% Increase in Self-Service
4.5 M Savings Annually
© 2016 Jacada, Inc. All rights reserved.

11. Perfecting the Agent-Customer Interaction Visual IVR + Agent Assist
“Demonstration”
Perfecting the Agent-Customer Interaction
Visual IVR + Agent Assist

12. David Holmes
AVP Digital Solutions