Uniphore Acquires CX Company Jacada
Uniphore, a Conversational Service Automation (CSA) platform recently announced its agreement to acquire Jacada, a customer experience company. Jacada’s automation software brings a proven track record of solving complex contact centre challenges and empowering the design and implementation of transformational customer experiences quickly and easily. Combined with Jacada’s low code/no code platform, Uniphore’s conversational automation platform will empower businesses to easily automate key interactions across self-service […]
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Uniphore, a Conversational Service Automation (CSA) platform recently announced its agreement to acquire Jacada, a customer experience company. Jacada’s automation software brings a proven track record of solving complex contact centre challenges and empowering the design and implementation of transformational customer experiences quickly and easily.
Combined with Jacada’s low code/no code platform, Uniphore’s conversational automation platform will empower businesses to easily automate key interactions across self-service and agent-assisted customer engagements. Business users can realise better digital transformation, resulting in significant ROI.
When integrated with Uniphore’s conversational AI and automation solutions, along with Jacada’s deep experience spanning decades focused on contact centres, the joint solution will deliver benefits to customers, such as business user-friendly interface with a low code/no code platform, optimised and customisable AI models for different industry verticals, and workflow and Robotic Process Automation (RPA) for both multi-modal self-service and agent assisted interactions.
Also Read: Is Automation Killing the Contact Centre?
Other benefits include:
- Fully scripted and AI-enabled next-best action to guide both the customer and the agent.
- Enhanced knowledge-base guidance for increased agent efficiency and accuracy.
- Highly automated agent after-call work (ACW) summaries and call disposition
- Automatic logging of promises made during agent interaction and managing the fulfilment post call.
- End-to-end post interaction analytics and insights.
Umesh Sachdev, CEO and Co-founder of Uniphore said, “I am very excited to have the Jacada team join us as we work together to bring our customers new ways to quickly and easily build and deliver transformative customer experiences.”
“Our customers rely on us to bring them the latest and greatest solutions to help them grow their business,” said Yochai Rozenblat, CEO of Jacada. “We are stoked about joining forces with a team who is both experienced and passionate about contact centres, customer experience, and intelligent automation. Looking at what Uniphore has developed across such a wide range of applications and areas, we know that together, we will truly lead the industry in new and exciting ways, combining advanced automation and AI capabilities to deliver solutions that create lasting value and differentiation for our customers.”
