Uniphore has completed its acquisition of Jacada and plans to unveil an integrated platform to enable enterprises to transform CX.
Uniphore’s Conversational Automation platform will combine Conversational AI, workflow automation, Robotic Process Automation (RPA) and low-code/no-code capabilities to transform customer experience with the aim of empowering contact centre agents to deliver personalised and empathetic interactions.
Umesh Sachdev, CEO and Co-founder of Uniphore, said: “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,
“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”.
Enhancements of Uniphore’s Conversational Automation platform include:
Uniphore’s advanced conversational AI for sentiment, intent and emotion analysis, together with Jacada’s workflow and desktop automation empower agents with the most comprehensive agent-assist solution, U-Assist.
With U-Assist, agents are guided in real-time during calls with next-best action based on customer intent, conversation content, sentiment and emotion. After the call, agents’ promises made during the call are registered and automation is used to ensure their fulfillment. This merger adds a new level of best-in-class automation to real-time agent-assisted interactions, and a superior agent performance and customer experience.
The integration of Jacada’s business user friendly UX that drives both self-service and agent- assisted interactions with Uniphore’s industry-leading CA platform bridges the gap between legacy systems of contact centre process automation and modern-day automation powered by AI. This empowers business users to accelerate the rapid development and quick implementation of next-gen customer experience applications across self-service and agent-assisted interactions.
The intuitive and simple-to-use UX allows business users to use the same business logic and call flows to rapidly develop and implement self-service and agent-assisted applications.
Uniphore’s U-Self Serve, a conversational self-service solution is enhanced with the addition of Jacada’s multimodal and visual IVR (Interactive Voice Response) capabilities. With the enhancement, customers are now able to seamlessly self-service routine interactions with minimal friction across all channels and leverage digital capabilities on IVR interactions.
Availability of both attended and unattended RPA increases agent efficiencies with knowledge base integration during in-call with customers to improve accuracies and productivity. The availability of both attended and unattended RPA capabilities helps improve automation of agent interactions (both intelligent virtual agents and human agents) during the call as well as post call to help drive better customer and agent experience.
With the successful close of the Jacada acquisition, Uniphore will continue to expand globally including enhancing its centres of excellence around the world.
