Jacada

About the Company

Jacada’s automation expertise and IP within customer operations continues to deliver end-to-end customer service automation solutions to global enterprises helping them move further down an autonomous CX path. From guiding the contact center agents and automating their manual tasks to fully automated self-service solutions, Jacada automates interactions while improving customer experience. Our 27 years of experience in automating customer service processes for global enterprises, together with proven outcome-focused integration capabilities, enable worry-free deployments with lower Total Cost of Ownership.

Founded

1990

Founders

Gideon Hollander

Status

Production

The Problem

• High inbound call volume

• Digital abandonment

• High AHT

• Low FCR

• Low customer satisfaction scores

• Long agent training time

• Outdated systems that are hard to automate

The Solution

Jacada offers a complete solution for the customer journey, starting with tools for Intelligent Self-Serive, then, if required, a Contextual Handover to a customer service agent and completing the journey with tools for an Intelligent Agent-Engagement.
All Jacada tools are based on Interact Jacada’s Customer Service Automation & AI Hub, utilizing Customer Service RPA and a simple Drag & Drop Designer, as well as top industry, AI components to build a significant experience for your agents and.

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Business Model

License model based on number of self-service interactions or agents.

Traction

Customers globally in a variety of verticals including insurance, telcos, hospitality, software, shipping & more

Team

CEO – Yochai Rosenblatt
CTO – Giddy Hollander
CPO – Yoel Goldenblatt
COO – Adi Toppol

Connection to UPS

UPS is using our Digital Self-Service solution as a proactive tool to receive customer input to optimize delivery times and routes to avoid unexpected complications for the drivers.