#contactcenterworld, @jacada_inc, @CallMiner
Atlanta, GA, USA, April 15, 2021 -- Jacada, Inc., a provider of real-time agent assist solutions, has announced a new strategic technology partnership with CallMiner, a provider of speech and customer interaction analytics.
By leveraging CallMiner’s Eureka platform and Jacada’s Interact low code automation platform in harmony, organizations can rapidly build and launch real-time agent assist and other intelligent automation solutions.
Contact centers can use real-time agent assist to analyze voice interactions between customers and agents in real-time, automate repetitive tasks and guide agents at moments that matter the most during live customer interactions.
"We are particularly pleased to partner with CallMiner and in taking another key step toward realizing our vision for Agent Assist, as our clients are excited about the combined power of real-time conversation analytics and robotic desktop automation," said Yoel Goldenberg, chief product officer at Jacada.
"By combining the power of CallMiner’s conversation analytics with Jacada’s ability to guide agents and automate manual tasks in real time, we’re making it easier for organizations to drive improvement in the contact center and across their business," said Jeff Gallino, founder, and chief technology officer at CallMiner. "We’re excited about the benefits this partnership will undoubtedly bring to joint customers."
Posted by Veronica Silva Cusi, news correspondent
Jacada is a provider of contact centre productivity solutions. The company 19s solutions help customers rapidly simplify and improve high-value business processes without the need for long and expensive systems replacement projects. Jacada WorkSpace is a unified desktop that incorporates all critical functions required by the contact centre agent to successfully complete customer interactions.
CallMiner is a provider of enterprise speech analytics. CallMiner believes that resolution is the fundamental driver of positive customer experiences. With the tagline “Listen to Your Customers, Improve Your Business” our goal is to help companies automate the overwhelming process of extracting insight from phone calls, chats, emails and social media to dramatically improve customer service and sales, reduce the cost of service delivery, mitigate risk, and identify areas for process and product improvement. Highlighted by multiple customer achievement awards, including six Speech Technology awards in the past four years, CallMiner has consistently ranked number one in customer satisfaction, including surveys conducted by DMG Consulting and Ovum.
Published: Friday, April 16, 2021
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