Uniphore Revamps Product Portfolio After Jacada Acquisition

In June of last year, conversational AI company Uniphone announced the acquisition of Jacada (News - Alert), an Israel-based software developer focusing on contact center automation. Since then, leaders at the company have been working diligently to introduce Jacada’s solutions into its own product portfolio, in  order to help businesses meet the urgent demands of customer service centers across the globe.

Uniphone CEO Umesh Sachdev recently participated in an interview with No Jitter, where he explained the ways Jacada software is enhancing Uniphone offerings to optimize customer management. Sachdev said Jacada’s automation software was a major selling point of the acquisition, which led Uniphone to combine it with its own AI and robotic process automation. The unification of these advanced capabilities are now allowing businesses to easily manage contact center tasks without relying completely on human agents.

Another appealing factor of Jacada’s software is the low code/no code design of its platform. Sachdev points out how businesses have been eager to digitally transform as a result of the recent pandemic. By offering a low code/ no code contact center solution, businesses are able to quickly incorporate the technology into their workflows to keep up with shifting demands. This aspect has been especially useful for deploying Uniphone’s own conversational AI options, which are becoming assets for organizations with limited human staff.

“The global pandemic changed the way the world communicates, providing Uniphore a unique opportunity to help businesses serve their customers through innovative technologies during this difficult time.” Sachdev told No Jitter. “The rapid digital transformation across enterprises highlighted the need for automated and intelligent solutions to drive new business models significantly rising during the pandemic.”

Thanks to the incorporation of Jacada’s resources, Uniphone is in a prime position for capturing a wider range of business customers. As organizations continue to search for contact center solution options to compliment their digital transformations, Uniphone’s highly capable, user-friendly solutions could be the perfect fit for those looking to implement them as quickly as possible.