February 28, 2024

Uniphore acquires Jacada for a new platform in conversational automation


Uniphore  announced recently that it has completed its acquisition of Jacada and is unveiling a comprehensive platform that will further enable enterprises to transform customer experiences.   

As per reports, 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. This is meant to empower contact center agents to  deliver highly effective, personalized and empathetic interactions. 

Digital 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.  

As per claims, 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.  With U-Assist, agents are guided in real-time during calls with next-best action based on customer intent, conversation content, sentiment and emotion. After the call, agents’ promises made during the call are registered and automation is used to ensure their fulfillment. 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. 

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 is said to empower business users to accelerate the rapid development and quick implementation of next-gen customer experience  applications across self-service and agent-assisted interactions.  

The UX reportedly allows business users to use the same business logic and call flows to rapidly develop and implement self-service and agent-assisted applications.  

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. With the enhancement, customers reportedly are able to approach self-service routine interactions with minimal friction across all channels and leverage digital capabilities on IVR interactions.  

Uniphore claims that the availability of both attended and unattended RPA increases agent efficiencies with knowledge base integration during in-call with customers to improve accuracies and productivity. The availability of both attended and unattended RPA capabilities could help 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.  

“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 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.” 

Dan Miller, Lead Analyst and Founder at Opus Research said, “Conversational Automation really is the next frontier in digital transformation. Organizations have an urgent need for platforms that provide end-to-end support for the customer experience. 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 will grow beyond contact centers and customer service to truly enterprise-wide applications.”

Report received from Uniphore.



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