Jacada specializes in customer service automation to drive a two-fold agenda: 1) customer self-service interactions through virtual assistants, visual assistants and chatbots, and 2) agent assisted-service using AI and RPA.
Built its solutions using a low-code customer service automation framework, Jacada Interact, that integrates with the existing enterprise system and requires no changes to existing Windows or any legacy systems. In terms of security, it encrypts data in motion through HTTPS and performs regular security audits to discover and prevent vulnerabilities. Additionally, it provides secure VPN and role-based system access.
The Interact platform is based on MongoDB, with every component is constructed as a micro-service that allows it to scale per the requirements. It is available either as a cloud service or on-premise implementation.
Its dedicated contact center solution, Jacada Fusion, enables customer service representatives (CSRs or agents) with process simplification, workflow automation, call scripting, and the ability to upsell and cross-sell. It offers dashboards, reports, and alerts for effective management.
Jacada mentors its customers while developing and maintaining the solution, and additionally guides on how to train those implementing the solution.
Once the IA account is enabled, it provides customer flexibility to select the NLP engine. Jacada’s IA supports Google DialogFlow, IBM Watson Conversation, and Wit.Ai.
It doubled its newly acquired RPA customers in 2018 and continues to strengthen its direct sales model and expand partner network including GSIs and cloud-based contact center as a service (CCaaS) players. Its go-to-market strategy also includes building a partnership with local Indian SIs as well as having a direct presence to provide regional professional services.
Jacada plans to continue to expand digital self-service and invest in AI. It released Jacada Interact version 11 in January 2018, which in a way merges RPA with virtual assistant capabilities and comes with embedded RPA designer, real-time cognitive analytics and a modern UI.
Early last year, it raised USD 4.5M from multiple investors. It plans to continue to drive focus on the Virtual Customer Assistants and Chatbots, Desktop Unification, and Automation, Agent Guidance, Agent Personal Assistant and Visual IVR.
It conducts surveys to gather the perspective of its customers around managing customer service experience within their respective organizations. This helps them to identify pain points and innovate accordingly.
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