Conversational Service Automation (CSA) provider, Uniphore has acquired customer experience pioneer, Jacada, which offers 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, Uniphore’s conversational automation platform will empower businesses to automate key interactions across self-service and agent-assisted customer engagements.
The joint solution will deliver a business user-friendly interface with a low code/no code platform to generate interactions flows; optimised and customisable AI models; workflow and robotic process automation (RPA) for multi-modal self-service and agent assisted interactions; fully scripted and AI-enabled next-best action; highly automated agent after-call work summaries and call disposition; automatic logging of promises made during interaction and management of fulfilment post-call; and end-to-end post interaction analytics and insights.
Upon closing the acquisition of Jacada, and with its recent 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.
Uniphore co-founder and CEO, Umesh Sachdev said, “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 talented team of professionals who will supercharge the Uniphore innovation engine.”
Jacada CEO, Yochai Rozenblat said, “We are stoked about joining forces with a team who 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, combining advanced automation and AI capabilities to deliver solutions that create lasting value and differentiation for our customers.”
Subject to customary closing conditions, the Jacada team, its intellectual property, and products will become part of Uniphore. Specific financial terms and other details are not being disclosed.