Uniphore completes the acquisition of Jacada and rolls out a powerful platform that will transform the Customer Experience Market
Uniphore announced that the company has finalised its acquisition of Jacada and launching the industry’s most comprehensive platform, which will help businesses enhance their customer experiences even more.
Conversational AI, workflow automation, Robotic Process Automation (RPA), low-code/no-code capabilities, and a business-friendly UX are now all part of Uniphore’s comprehensive Conversational Automation platform to change and democratise customer experiences. 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 best modern customer service experience and to manage interactions across the customer journey – before, during, and after the interaction.
Top enhancements and benefits of Uniphore’s Conversational Automation platform include:
Industry’s Most Advanced Agent-Assist Solution
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.
Superior Business User Friendly UX
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 center 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.
Enhanced Self Service with Multimodal Capabilities
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.
Attended and Unattended RPA
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.
“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. “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. “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.”
With the successful close of the Jacada acquisition, Uniphore will continue to expand globally including enhancing its centers of excellence around the world.