Uniphore, a pioneer in Conversational Service Automation (CSA), announced today that it has agreed to buy Jacada, a customer experience pioneer with the industry’s premier low code/no code platform for contact centre automation. Jacada’s innovative automation software has a track record of rapidly and efficiently solving difficult contact centre challenges and enabling the design and implementation of transformational customer experiences.
Uniphore’s industry-leading conversational automation platform, when combined with Jacada’s breakthrough low code/no code platform, will enable organisations to effortlessly automate essential interactions across self-service and agent-assisted client engagements. Business users can achieve state-of-the-art digital transformation with this comprehensive platform, resulting in tremendous ROI.
When integrated with Uniphore’s conversational AI and automation solutions, along with Jacada’s deep experience spanning decades focused on contact centers, 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.
- Optimized and customizable 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.
- Enhanced knowledge-base guidance for increased agent efficiency and accuracy.
- Highly automated agent after-call work (ACW) summaries and call disposition
- Automatic logging of promises made during agent interaction and managing the fulfillment post call.
- End-to-end post interaction analytics and insights.
The acquisition occurs at a time when businesses are engaging in greater 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 analytics, after the acquisition of Jacada and Uniphore’s acquisition of Emotion Research Labs in January 2021.
Customers can now deliver true 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.
“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,” 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.”
“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. “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 joint client base, subject to customary closing conditions.