Conversational service automation provider Uniphore announced today its agreement to acquire Jacada, a customer experience pioneer with the industry’s leading low code/no-code platform for contact centre automation.
Jacada offers advanced automation software which brings a proven track record of solving complex contact centre challenges and empowers the design and implementation of transformational customer experiences quickly easily.
Jacada’s low code/no-code platform and Uniphore’s conversational automation platform will enable businesses to easily automate key interactions across self-service and agent-assisted customer engagements.
The joint solution will deliver significant benefits to customers, including:
- Business user-friendly interface with a low code/no-code platform that empowers business users to generate interaction flows for increased automation and fast, easy implementation
- Optimised and customisable AI models for different industry verticals
- Workflow and Robotic Process Automation (RPA) for both multi-modal self-service and agent assisted interactions
- Fully scripted and AI-enabled next-best action to guide both the customer and the agent and more.
After the acquisition of Jacada, and the acquisition of Emotion Research Labs in January 2021, Uniphore will be the only vendor to provide proven low code/no code capabilities along with best-of-breed voice and video AI such as self-service, intelligent in-call agent assist, complete natural language after-call work summaries, trusted agent solutions and post interaction analytics.
Umesh Sachdev, CEO and Co-founder of Uniphore, said: “Today, 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.”
“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.”
Yochai Rozenblat, CEO of Jacada, said: “Our customers rely on us to bring them the latest and greatest solutions to help them grow their business.”
“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.”
