Uniphore is the global leader in Conversational Automation. With the successful close of the Jacada acquisition, Uniphore will continue to expand globally including enhancing its centers of excellence around the world.įor more insights about Uniphore’s future plans, click here to watch a discussion between Umesh Sachdev, CEO and Co-founder of Uniphore, Yochai Rozenblat, former CEO of Jacada and Jeannie Walters, CEO of Experience Investigators. “With the acquisition of Jacada and the integration of its low-code/no-code interface and unattended RPA capabilities, the potential for Uniphore’s platform grow beyond contact centers and customer service to truly enterprise-wide applications.” Organizations have an urgent need for platforms that provide end-to-end support for the customer experience,” said Dan Miller, Lead Analyst and Founder at Opus Research. “Conversational Automation really is the next frontier in digital transformation. “The power of the two platforms coming together, along with our future innovations in the conversational automation space will truly transform the customer experience in a range of industries, from sales and marketing, to education, HR, healthcare and beyond.”
“I’m extremely proud of the work that the teams at Uniphore and Jacada have done to make the integration of the Jacada platform into ours smooth and seamless,” said Umesh Sachdev, CEO and Co-founder of Uniphore. The availability of both attended and unattended RPA capabilities helps improve automation of agent interactions (both intelligent virtual agents and human agents) during the call as well as post call to help drive better customer and agent experience. With the enhancement, customers are now able to seamlessly self-service routine interactions with minimal friction across all channels and leverage digital capabilities on IVR interactions.Īvailability of both attended and unattended RPA increases agent efficiencies with knowledge base integration during in-call with customers to improve accuracies and productivity. Uniphore’s U-Self Serve, a conversational self-service solution is enhanced with the addition of Jacada’s multimodal and visual IVR (Interactive Voice Response) capabilities. The intuitive and simple-to-use UX allows business users to use the same business logic and call flows to rapidly develop and implement self-service and agent-assisted applications.Įnhanced Self Service with Multimodal Capabilities This empowers business users to accelerate the rapid development and quick implementation of next-gen customer experience applications across self-service and agent-assisted interactions. The integration of Jacada’s business user friendly UX that drives both self-service and agent- assisted interactions with Uniphore’s industry-leading CA platform bridges the gap between legacy systems of contact center process automation and modern-day automation powered by AI. This merger adds a new level of best-in-class automation to real-time agent-assisted interactions, and a superior agent performance and customer experience. After the call, agents’ promises made during the call are registered and automation is used to ensure their fulfillment.
With U-Assist, agents are guided in real-time during calls with next-best action based on customer intent, conversation content, sentiment and emotion. Uniphore’s advanced conversational AI for sentiment, intent and emotion analysis, together with Jacada’s workflow and desktop automation empower agents with the most comprehensive agent-assist solution, U-Assist. Industry’s Most Advanced Agent-Assist Solution Top enhancements and benefits of Uniphore’s Conversational Automation platform include: This empowers contact center agents to deliver highly effective, personalized and empathetic interactions.ĭigital transformation is key to contact centers providing the ultimate modern day customer service experience and how conversations are handled during the entire customer journey - pre, during and post interaction. Uniphore’s integrated Conversational Automation platform now combines Conversational AI, workflow automation, Robotic Process Automation (RPA), low-code/no-code capabilities and a business user friendly UX to transform and democratize customer experiences. PALO ALTO, Calif.-( BUSINESS WIRE)- Uniphore announced today that it has completed its acquisition of Jacada and is unveiling the industry’s most comprehensive platform that will further enable enterprises to transform customer experiences.