Jacada Ltd. operates as a software company that helps enterprises simplify and automate their customer interactions on both voice and digital channels.
The company provides digital customer experience solutions to improve adoption of digital self-service, reduce the number of customer interactions that require contact center agent assistance and bridge the voice and digital channels disconnect to create cross channel interactions for an enterprise’s customers. The company refers to this market...
Jacada Ltd. operates as a software company that helps enterprises simplify and automate their customer interactions on both voice and digital channels.
The company provides digital customer experience solutions to improve adoption of digital self-service, reduce the number of customer interactions that require contact center agent assistance and bridge the voice and digital channels disconnect to create cross channel interactions for an enterprise’s customers. The company refers to this market as the ‘digital customer experience market’.
The company also provides software for contact centers to improve the productivity of an enterprise’s contact centers agents. It provides customer experience management and robotic process optimization solutions that simplify and automate customer service processes at the assisted service channels (voice and chat). The company refers to this market as the ‘customer service and support market’.
Solutions
The company develops, markets, and supports digital customer experience solutions, unified agent desktop, agent guidance and robotic process optimization solutions. The company’s digital customer experience solutions allow its customers to deliver autonomous customer service across multiple digital channels (such as smart-phones and Web self-service) and ensure a connectivity into the contact center in the event the user was unable to complete the self-service transaction in the digital channel.
The company’s unified agent desktop and robotic process optimization solutions simplify and automate customer service processes and help organizations improve their customer experience. The company’s customer service and support market products simplify the desktop of customer service representatives, guide them through complex call types to reduce operational costs, enforce policies, improve the customer experience and automate transactions to reduce handling time and error rate. The company’s solutions provide its clients’ organizations with a customer service interaction designed to improve the efficiency and effectiveness of their customer service organization.
Products and Technology
Jacada WorkSpace Agent Desktop
Jacada WorkSpace Agent Desktop is a built-for-purpose solution that unifies customer interaction tools and provides a single access point to all the applications required by the customer service representatives to complete a customer interaction. Jacada WorkSpace Agent Desktop delivers a range of capabilities that enable companies to implement optimal contact center processes and improve customer service representative productivity.
Jacada WorkSpace Agent Desktop eliminates the inefficiency of a desktop maze by providing an agent with a single interface to access the multitude of disparate systems and resources needed to perform his or her job. In addition, by using dynamic, role-based desktop controls, Jacada WorkSpace Agent Desktop enables companies to transform product-specific or function-specific agents to ‘universal’ agents, improving agent productivity.
Jacada Visual IVR (Interactive Voice Response)
Jacada Visual IVR is a digital customer experience solution, which enables end users to engage in a mobile self-service session through smart phones, tablets or other smart devises (either as an extension to a native mobile application or independently from a native mobile application) which visually maps out the steps of the customer service interaction. This visual interaction, or Visual IVR, has full support for data entry and self-service capabilities, including being able to mine knowledge bases for information and retrieve or update customer information in real time.
Jacada Visual IVR connects the customer’s self-serve interaction directly with a company’s underlying line of business applications to solve their problem. For calls that do require agent assistance, however, Jacada Visual IVR provides a transition to the voice or chat channel from the self-service channel. Once the call is connected to the agent, all of the steps already taken by the customer, as well as any data entered, are visible to the agent.
Jacada Intelligent Assistant
Jacada Intelligent Assistant is the company’s new virtual customer assistant that allows end users to engage in an automated conversation to answer their questions and complete transactions on their behalf. Utilizing any third party’s natural language processing and integration with backend systems and robotic processing, Jacada Intelligent Assistant is capable of providing answers to customers’ questions and complete transactions on their behalf.
Jacada Intelligent Assistant engages the customer in conversation to understand their current need and automate the service provided. Jacada Intelligent Assistant also connects the customer’s self-serve interaction directly with a company’s underlying line of business applications to solve their problem. For interactions that do require agent assistance, however, Jacada Intelligent Assistant provides a transition to the voice or chat channel from the self-service channel. Once the interaction is connected to the agent (through chat or a call), all of the steps already taken by the customer, as well as any data entered, are visible to the agent, saving customers the need to repeat any previously provided information.
Jacada Advisor
Jacada Advisor helps call centers improve customer service by providing real-time agent guidance, simplifying applications and automating redundant or repetitive tasks. Jacada Advisor works by capturing processes performed on an application and then automating all or parts of the process. Agents could be guided as to the next best action to perform using small pop-up’s or ‘bubbles’ that are provided in real-time in context to the current action being performed. In addition, Jacada Advisor could monitor the activities of an agent in an application and automatically perform routine tasks, as and when appropriate.
Jacada Integration and Automation (JIA)
JIA is a non-invasive integration solution that allows companies to Web-enable and integrates their Microsoft Windows client/server and Web-based applications without modifying or changing anything in the existing application. JIA enables organizations to leverage their existing Windows client/server and Web-based applications to automate business processes, and integrate and transfer data from one application to another. JIA could work with various graphic user interface technologies (Web and Windows based), which enables it to automate various Windows/Web applications.
JIA Web service-enables Windows client/server or Web-based applications. Without changing anything in the original application, and without needing to access the source code, JIA enables organizations to automate interactions with their applications and ‘drive’ the system as a user would, navigating a series of Windows forms or Web pages, and inserting or retrieving data as required. JIA exposes these interactions as Web services that could be integrated into any J2EE or .NET composite application in a secure fashion.
By service-enabling any Windows-based or Web-based application, JIA provides for the adoption of service-oriented architectures, enabling information technology (IT) to deliver new functionality.
Jacada Agent Guidance
Jacada Agent Guidance guides the customer service agent through an optimized interaction with the customer. Jacada Agent Guidance could be deployed in conjunction with Jacada WorkSpace to ensure co-operation between the customer interaction workflow and the multiple business systems controlled by Jacada WorkSpace.
Jacada Workflow
Jacada Workflow creates business process management workflows that ensure that work items in the contact center that require interaction from another person or special handling are routed, tracked, assigned, and responded to in an organized and monitored manner.
Jacada HostFuse
Jacada HostFuse is a software solution for integrating core host-centric business systems, including the data and processes in those systems, with multiple packaged applications, frameworks and client environments.
Jacada Interface Server
Jacada Interface Server generates graphical user interfaces for mainframe and midrange software applications without requiring any change to the host applications. By generating Java or HTML graphical interfaces, Jacada Interface Server enables the company’s customers to extend their host-centric applications and data to the Internet and their intranets without rewriting these applications. Jacada Interface Server also allows customers to improve their applications to add functionality, integrate with other data sources and link to other Internet applications.
Jacada Multi-Channel Agent Desktop for Elite Multi-Channel Desktop (EMC)
The Jacada Multi-channel Agent Desktop is a ‘drop in’ replacement for the existing Avaya EMC that offers:
Multi Context: Agents are able to simultaneously manage multiple customers across multiple EMC channels from a unified desktop reflecting a single view of the customer and the channel in use for each and every call.
Multi-channel: Unifies EMC channels (voice, email, and chat) onto a single desktop for an improved and competitive agent experience, and the handling of multiple customers from multiple channels at the same time.
Thin Client: A lightweight user interface, ready to go ‘out of the box’, and fully certified on the Avaya platform.
Professional Services
The company’s professional services include training, consulting services (which include solution design, installation, implementation, integration and customization of its solutions), and product support and maintenance services.
The company provides its direct customers and partners with professional services to assist them with installing, integrating, implementing and customizing its products into the customers’ systems, and with managing and improving their utilization of the company’s products on an ongoing basis. The company also provides customer and partner training services to assist its customers and partners in learning how to use its products with coursework related to various aspects of its products.
Principal Markets
The company’s principal markets are North America and Europe. The company generates revenues from licensing its software products to customers and providing customers with training, professional services, product or solution support and maintenance services.
Sales and Marketing
The company sells its products through its direct sales force in North America, Europe, and Asia, as well as through its indirect distribution channels, consisting of system integrators, partners and call center outsourcers. The company also uses indirect distribution channels in countries where it has no direct sales operations.
The company’s indirect distribution channels, which act as independent sales agents and value added resellers, include Avaya and Cisco, both global leaders in business communications; Amdocs, a global customer experience software solutions provider; Cognizant, Cornastone and Accenture, each a global management consulting, technology services and outsourcing provider; IBM Global Services, Tech Mahindra, Dimension Data, and ConvergeOne, each a major IT services provider worldwide; and Serenova, a multi-tenant cloud contact center-as-a-service provider.
The company intends to continue to invest in 2018 in the development of its indirect sales channels, including the potential for OEM distribution agreements and software-as-a-service to call center host providers.
Customers
The company’s customers include companies to whom the company sells its products and services directly, system integrators, partners, distributors and other intermediaries who resell its products to end users, and end users who purchase its products from such distributors and other intermediaries.
Research and Development
The company’s research and development expenses were $3.5 million for the year ended December 31, 2017.
Competition
The company’s customer service and support products compete with other contact center solutions offered by vendors, including Pega Systems and Salesforce.com.
In addition, with the company’s digital customer experience product offerings, it faces new competitors in this market, including CallVU, CafeX, 24/7, eGain and Genesys.
History
The company was founded in 1990. It was incorporated under the laws of the state of Israel in 1990. The company was formerly known as Client/Server Technology Ltd. and changed its name to Jacada Ltd. in 1999.
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