Umesh-Sachdev,-CEO-and-Co-founder-of-Uniphore - techxmedia

Uniphore to acquire Jacada for enhanced customer experience

Automation Technology
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Uniphore announced its agreement to acquire Jacada. Jacada’s advanced automation software has a track record of swiftly and efficiently solving difficult contact centre problems and empowering the design and implementation of revolutionary customer experiences.

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Uniphore’s conversational automation platform, when combined with Jacada’s breakthrough low code/no-code platform, will enable organizations to automate essential interactions across self-service and agent-assisted client engagements effortlessly. Business users can achieve state-of-the-art digital transformation with this comprehensive platform, resulting in tremendous ROI.

Customers will see considerable benefits from the collaborative solution combined with Uniphore’s conversational AI and automation capabilities and Jacada’s decades of experience in contact centers, such as:

  • A business-friendly interface with a low-code/no-code platform allows users to create interaction flows for enhanced automation and quick adoption. 
  • AI models that are optimized and configurable for many industry verticals.
  • Workflow and Robotic Process Automation (RPA) for multi-modal self-service and agent-assisted interactions. 
  • The next-best action is fully scripted and AI-enabled to guide both the consumer and the agent. 
  • Improved knowledge-based guidance to help agents work more efficiently and accurately. 
  • Agent after-call work (ACW) reports and call dispositions are highly automated.  Automated logging of promises made during agent interactions, as well as post-call management.
  • End-to-end post interaction analytics and insights.

The acquisition occurs when businesses are engaging in more incredible discussions with their customers through a variety of platforms and ways of communication. The industry is now highly fragmented, with point solutions spanning self-service, agent-assist, analytics, security, front-office, back-office, and RPA.

Uniphore will be the only vendor to provide proven low code/no code capabilities along with best-of-breed voice and video AI, including self-service, intelligent in-call agent assist, complete natural language after-call work summaries, trusted agent solutions, and post-interaction analyte, after the acquisition of Jacada and Uniphore’s acquisition of Emotion Research Labs in January 2021. Customers can now deliver front-office and back-office automation across every customer and agent engagement, truly optimizing every conversation, all while working in a streamlined, business-friendly UX environment and desktop.

“I welcome the Jacada team and celebrate the announcement that will ultimately bring cutting-edge low code/no code technology to our portfolio along with a very talented team of professionals who will supercharge the Uniphore innovation engine,” said Umesh Sachdev, CEO and Co-founder of Uniphore.

“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,” added Umesh Sachdev.

“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.

Further stated,”We are stoked about joining forces with a team who is both experienced and passionate about contact centers, 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.”

The Jacada team, intellectual property, and products will become part of Uniphore, allowing Uniphore to continue to deliver industry-leading solutions and services to their global shared client base, subject to customary closing conditions. The deal’s financial terms and other details are being kept under wraps.

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