Jacada is the leading provider of contact center automation software. It helps organizations assist customers and contact center agents in real-time. The firm was founded in Israel in 1990. Jacada was recognized as a niche player in Gartner Magic Quadrant for RPA both in 2019 and 2020. Uniphore, in turn, is a Conversational AI technology company that enables businesses globally to deliver transformational customer service across touchpoints by providing an integrated suite of software products for Conversational Analytics, Conversational Assistant, and Conversational Security.
Yesterday, Uniphore announced its agreement to acquire Jacada. Upon closing the acquisition, and with Uniphore’s January 2021 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, including self-service, intelligent in-call agent assist, complete natural language after-call work summaries, trusted agent solutions and post-interaction analytics.
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-based 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.
“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.”
Umesh Sachdev, CEO and Co-founder, Uniphore
