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Uniphore Buys Jacada
Conversational service automation provider Uniphore has announced the acquisition of customer experience vendor Jacada (News - Alert) for an undisclosed sum.
The deal, which is subject to completing customary closing conditions, is a move by the India-based firm to take outdated customer experience to the next level and bring AI and automation to the forefront of customer interactions.
Jacada is well known for providing a low code/no code platform for contact center automation and Uniphore is already well established with global businesses for providing transformational customer service using automation and allowing digital agents to handle everything from coaching agents during a call to predicting emotion and intent on calls, and more.
As per the acquisition, the Jacada team, its intellectual property, and products will become part of Uniphore.
Together the offerings will bring conversational automation to the next level so that businesses can easily automate interactions across it’s self-service and agent-assisted customer engagements.
According to company officials, the need in the market for offerings that will assist businesses with achieving better customer interactions is great. Today, with customers reaching out to companies using various platforms and mediums it’s become harder and more fragmented to have a solution that works across the board.
Additional benefits to be seen with the joining of their solutions include:
- Better, more user-friendly interface for creating interaction flows and implementation.
- Better optimized AI models based on industry verticals.
- Automated after call work (ACW) for agents including action summaries and call disposition.
- Post interaction insights & analytics
Back in January 2021, Uniphore announced it had acquired Emotion Research Labs. The solutions and technologies gained from that purchase will now be combined with Jacada’s low code/no code capabilities to further expand voice and video AI for self-service, intelligent assist and more.
Edited by Luke Bellos
