Uniphore to acquire no-code platform Jacada for contact center automation

Conversational AI technology company Uniphore announced on Tuesday that it has agreed to acquire contact center automation software Jacada. The financial details of the transaction were undisclosed. 

A low code/no code platform, Jacada, solves contact center challenges and empowers design and implementation of customer experiences.  

Its unified intelligent virtual agent and robotic process automation capabilities are utilised by enterprises to assist customers and customer service employees. Business analysts and developers use its automation platform to build and launch real-time assistance solutions leveraging artificial intelligence (AI) and robotic process automation (RPA) capabilities. 

With the Jacada platform, Uniphore’s conversational automation platform will empower businesses to easily automate key interactions across self-service and agent-assisted customer engagements, the Palo Alto, California based company said in a statement. Uniphore also has extensive operations in Chennai and a market presence in the country. 

The joint solution will deliver benefits including a business user-friendly interface with a low code/no code platform, optimized and customizable AI models, workflow and RPA for interactions, and automated agent after-call work (ACW) summaries and call disposition. 

“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 of Uniphore. 

Subject to completing customary closing conditions, the Jacada team, its intellectual property, and products will become part of Uniphore, the statement added. 

This is the third major acquisition for the company in the recent past. In January it snapped up Spanish video and emotion AI startup Emotion Research Lab and acquired an exclusive third-party RPA license from NTT Data in October 2020.  

In March, Uniphore raised $140 million in a Series D funding round led by Sorenson Capital Partners. The round saw participation from new investors from Europe and the Middle East -- Serena Capital, Sanabil Investments -- and Cisco Investments. 

Last year, the company tripled its revenues on the back of increased reliance on contact centres, AI and automation to strengthen customer service. It signed several multi-million-dollar contracts with Fortune 50 companies and CX business providers. In November 2020, it partnered with RP-Sanjiv Goenka Group-owned Firstsource Solutions.