Conversational Service Automation (CSA) company Uniphore is acquiring Jacada, a customer experience pioneer with the industry’s leading low code/no code platform for contact centre automation.
Jacada’s advanced automation software brings a proven track record of solving complex contact centre challenges and empowering the design and implementation of transformational customer experiences quickly and easily.
Combined with Jacada’s innovative low code/no code platform, the Chennai, India, based Uniphore’s leading conversational automation platform will empower businesses to easily automate key interactions across self-service and agent-assisted customer engagements. With this comprehensive platform, business users can realise state-of-the-art digital transformation, resulting in significant ROI.
“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.”
Yochai Rozenblat, CEO of Jacada, added: “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 that is both experienced and passionate about contact centres, 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.”
When integrated with Uniphore’s conversational AI and automation solutions, along with Jacada’s experience focused on contact centres, the joint solution will also deliver significant benefits to customers in other areas, including:
- 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
- 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 fulfilment post call.
- End-to-end post interaction analytics and insights.
The acquisition comes at a time when enterprises are having more conversations with their customers over multiple mediums and modes of communications. Upon closing the acquisition of Jacada, and with its earlier acquisition of Emotion Research Labs , Uniphore will be the only vendor to provide proven low code/no code capabilities along with best-of-breed voice and video AI and other services.
Subject to completing closing conditions, the Jacada team, its intellectual property, and products will become part of Uniphore. Specific financial terms and other details of the deal are not being disclosed.
