Uniphore to acquire Jacada to transform CX with advanced AI
Together with Jacada's innovation, Uniphore’s conversational automation platform will empower businesses to easily automate key interactions across self-service and agent-assisted customer engagements
Uniphore, a Conversational Service Automation (CSA) solutions provider has signed an agreement to acquire Jacada, a customer experience pioneer with the industry’s leading low code/no code platform for contact centre automation.
Jacada’s automation software has 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 easily automate key interactions across self-service and agent-assisted customer engagements. With this comprehensive platform, business users can realise digital transformation, resulting in significant ROI.
When integrated with Uniphore’s conversational AI and automation solutions, along with Jacada’s deep experience spanning decades focused on contact centres, the joint solution will deliver significant benefits to customers.
The acquisition comes at a time when enterprises are having more conversations with their customers over multiple mediums and modes of communications. Currently, the market is heavily fragmented with point solutions across self-service, agent-assist, analytics, security, front-office, back office and RPA products.
Upon closing the acquisition of Jacada, 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. Now, customers can truly deliver front office and back office automation across every customer and agent interaction, truly optimising every conversation, in a simplified, 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, 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, Jacada. “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 completing customary 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.