Intelligent Automation meets Business Process Optimization (BPO) as a powerhouse duo unites in global customer service automation deployment

Jacada, Inc., a pioneer of intelligent customer service automation, has announced its newest strategic partner, Symphony, a SYKES company, a global consulting and managed services firm that specializes in designing and deploying IA solutions that help clients rapidly realize the full potential of digitized operations.  They will be reselling and deploying Jacada’s full suite of contact center automation solutions worldwide.

With Symphony, Jacada will support their clients’ RPA and IA initiatives with a trusted global leader in designing, implementing, and managing intelligent customer experiences. Together, Symphony and Jacada will leverage their mutual commitment to enabling customer service excellence through strategic and seamless end-to-end automation to provide their joint customers with robust and sustainable solutions to their most pressing business challenges.

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With this newest partnership, Jacada is uniquely positioned to provide intelligent automation to Symphony clients with more targeted and meaningful interactions. This, in turn, will increase brand loyalty for customers, drive revenue growth for their clients, and improve the employee experience for contact center agents.

“We are so pleased to formalize our partnership with Jacada,” said Richard Mitchell, Chief Technology Officer at Symphony. “Together, we’re strengthening our ability to deliver end-to-end automation that turns information into action and delivers richer, more meaningful experiences between agents and customers. We’re thrilled to add the Jacada suite of technologies to our toolkit and are confident this partnership will deliver significant value to our clients.”

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As independent consultants, Symphony’s role is to guide an enterprise toward digital transformation through automation, AI, and crowd and impact sourcing. With extensive experience in Process Consulting and Outsourcing, its team will develop a robust business case that large organizations can profit from quickly.

Its unique SAVO (Simplify, Automate, Virtualize, Orchestrate) Methodology enables them to transform complex challenges into pragmatic and measurable outcomes aligned completely with their clients’ strategic drivers.

“Jacada continues to differentiate with an outcomes-based approach to automating customer interactions, and the global partnership with Symphony will be instrumental in delivering on that promise”, explains Adi Toppol, Chief Operating Officer at Jacada.  “Clients need to closely evaluate the value promised vs value created by automation within their customer operations, even as automation is promptly prescribed in the recipe for resilience during and after the pandemic. We believe that Symphony and Jacada are well poised to serve clients on this front as we join forces”.

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