5 November 2024, Tue |
5:47 PM
Uniphore announced the completion of its acquisition of Jacada and the launch of the industry’s most comprehensive Conversational Automation platform, which will help businesses enhance customer experiences even further.
To change and democratise customer experiences, Uniphore’s complete Conversational Automation platform now integrates Conversational AI, workflow automation, Robotic Process Automation (RPA), low-code/no-code capabilities, and a business user-pleasant UX. Contact centre agents will be able to provide extremely effective, tailored, and sympathetic encounters as a result of this.
Digital transformation is critical for contact centres to provide the most modern customer service experience possible and how conversations are handled across the customer journey – before, during, and after the interaction.
Uniphore will continue to expand globally, including expanding its centres of excellence across the world, following the successful completion of the Jacada acquisition.
“I’m extremely proud of the work that the teams at Uniphore and Jacada have done to make the integration of the Jacada platform into ours smooth and seamless,” said Umesh Sachdev, CEO and Co-founder of Uniphore.
He added, “The power of the two platforms coming together, along with our future innovations in the conversational automation space will truly transform the customer experience in a range of industries, from sales and marketing, to education, HR, healthcare and beyond.”
“Conversational Automation really is the next frontier in digital transformation. Organizations have an urgent need for platforms that provide end-to-end support for the customer experience,” said Dan Miller, Lead Analyst and Founder at Opus Research.
He also said, “With the acquisition of Jacada and the integration of its low-code/no-code interface and unattended RPA capabilities, the potential for Uniphore’s platform grow beyond contact centers and customer service to truly enterprise-wide applications.”
Top enhancements and benefits of Uniphore’s Conversational Automation platform include:
The most comprehensive agent-assist system, U-Assist, combines Uniphore’s powerful conversational AI for sentiment, intent, and emotion analysis with Jacada’s workflow and desktop automation.
Agents are led in real time during calls with next-best actions based on client intent, conversation content, sentiment, and emotion using U-Assist. After the call, the promises made by the agents are recorded, and automation is utilised to verify that they are kept. This combination brings a new level of best-in-class automation to real-time agent-assisted engagements, as well as improved agent performance and customer satisfaction.
The combination of Jacada’s business-friendly UX, which drives both self-service and agent-assisted interactions, and Uniphore’s industry-leading CA platform closes the gap between historical contact centre process automation systems and modern-day AI-powered automation. This enables corporate users to speed up the creation and deployment of next-generation customer experience applications for both self-service and agent-assisted interactions.
The user interface is clear and simple to use, allowing business users to quickly create and implement self-service and agent-assisted applications using the same business logic and call patterns.
The multimodal and visual IVR (Interactive Voice Response) features of Jacada have been added to Uniphore’s U-Self Serve, a conversational self-service system. Customers may now self-service routine contacts across all channels with little friction, and use digital capabilities on IVR encounters, thanks to the update.
With knowledge base integration while in-call with clients, both attended and unattended RPA boosts agent efficiency, improving accuracies and productivity. The availability of both attended and unattended RPA capabilities aids in improving automation of agent interactions (both intelligent virtual agents and human agents) both during and after the conversation, resulting in a better customer and agent experience.
