Servion Global Solutions and Jacada Join Forces to Build Automation-First Contact Centers & Deliver Effortless Customer Experiences

ATLANTA, Nov. 18, 2020 (GLOBE NEWSWIRE) — Jacada, Inc., a pioneer of intelligent customer service automation, has announced its newest strategic partner, Servion Global Solutions, a leading Contact Center and Customer Experience (CX) solution provider headquartered in Princeton, NJ. The partnership enables Servion to resell, deploy and support Jacada's entire customer service automation portfolio globally.

Businesses continue to compete on customer experience more so than on price or product. The pandemic has only exacerbated the challenges for laggards in this race, even as customer experience leaders contend with newer challenges — anxious customers, drastic changes in the supply chain and a work–from–home workforce.

While cloud adoption, artificial intelligence and automation are commonly found in recipes for recovery and reimagination beyond the pandemic, contact center leaders must move forward with a data–driven mindset and plan for sustainable progress, not just the rapid deployment of various technologies. That's easier said than done, and that's why Jacada and Servion are partnering to put the power of Jacada's low code contact center automation suite in the hands of Servion's trusted consultants and engineers who have been designing and delivering game–changing contact center and customer experience solutions for over 25 years.

"As the customer experience technology stack, particularly, in an around the contact center, gets more complex, diverse, and disparate, Jacada's low code middleware for contact center automation comes in handy to harmonize enterprise silos and elevate the customer experience in record time and cost," mentioned Yochai Rozenblat, CEO of Jacada. "Servion's trusted expertise in designing and delivering such contact center and customer experience transformations makes for a partnership designed for value creation," he added.

"We are excited to partner with Jacada to extend our CX and Contact Center capabilities with their AI–powered self–service and robotic process automation technology," said Laurent Philonenko, CEO at Servion Global Solutions. "Servion's expertise in implementing and managing technology solutions combined with Jacada's innovative products will allow us to further enhance customer and agent experience across multiple channels, reduce operational costs, and improve overall business efficiency for customer service or sales," he added.

While Jacada and Servion have collaborated previously, the companies have now made the partnership more strategic and global to accelerate digital transformation initiatives for clients particularly interested in scaling conversational AI and robotic process automation within the customer operation. The global Servion team has gone through a formal enablement process and is ready to help clients harmonize silos and elevate their customer experience.

About Jacada

Jacada is a global enterprise software provider in the customer service automation space, with award–winning robotic process automation and conversational AI capabilities. Our clients and partners use Jacada Interact, our low code automation platform, to design, build and manage intelligent virtual agents for their customers and employees. Solutions harmonize silos and elevate CX in weeks without having to rip or replace existing assets.

About Servion Global Solutions

For more than 25 years, Servion has been trusted by customer–centric brands for architecting, implementing, and managing Contact Centers and Customer Experience (CX) solutions. Servion delivers complete solutions for businesses to innovate in providing digital experiences using the best available technologies while maximizing their existing investments. Our 1,000 CX professionals apply their passion and deep domain expertise to the entire build–run–optimize solution lifecycle. Servion has helped 600 enterprises across the globe deliver great experiences to their customers, partners, and employees. For more information, visit https://www.servion.com.

For press inquiries, contact Scott Merritt via phone at 770–361–5900 or email at smerritt@jacada.com

A photo accompanying this announcement is available at https://www.globenewswire.com/NewsRoom/AttachmentNg/03b8e27b–d501–4841–8b6e–f669c2325fed


Vivek Goel named president and vice-chancellor of the University of Waterloo

WATERLOO, Ontario, Nov. 18, 2020 (GLOBE NEWSWIRE) — Vivek Goel, a distinguished scholar with extensive achievements in research, teaching and leadership across both public and private sectors, will become the seventh president and vice–chancellor of the University of Waterloo.

Goel, who begins his five–year term on July 1, 2021,"is recognized in Canada and around the world as a leading public–health researcher, health–services evaluation expert, and champion for the use of research evidence in health policymaking.

Goel has held several senior roles at the University of Toronto, including Vice–President and Provost and most recently as Vice–President of Research and Innovation.

The public health physician currently serves as a member of the federal government's COVID–19 Immunity Task Force and Scientific Advisor for the CanCOVID Research Network. He was previously the founding president and CEO of Public Health Ontario.

"Dr. Goel has decades of experience and expertise as a university leader and as a champion of student experience, research and innovation. He is uniquely qualified to guide the institution and to bolster our strengths at the intersection of health, society and technology," said Cindy Forbes, Chair of the University of Waterloo's Board of Governors.

Goel said the current global situation reminds us of our responsibility to prepare students and citizens to confront the many challenges ahead. "A research–intensive institution like Waterloo is ideally poised to create the change and solutions for a better future "" whether it is tackling public–health challenges, addressing systemic racism, dealing with the climate crisis, or spurring economic recovery and growth."

"In Waterloo, I can see what a post–pandemic university looks like," he said.

The appointment represents the culmination of an almost yearlong effort by a 19–member presidential nominating committee comprised of students, staff, faculty and board governors, in consultation with stakeholders across campus and the broader community.

"The Presidential Nominating Committee sought a candidate who is renowned for their experienced leadership and is committed to the success of faculty, staff, students and alumni," Forbes said. "We looked for an individual who will actively engage to foster equity, diversity and inclusion as well as a deep sense of community across our campuses."

"I look forward to working with Dr. Goel as he leads Waterloo on its transformational path and builds on the achievements of President Feridun Hamdullahpur."

Hamdullahpur has served as president and vice chancellor"of the University of Waterloo"since 2010 and will continue through June 2021. He has elevated Waterloo's international profile, placed exceptional"focus on"student"experience and wellbeing and set the ambitious course for the University's 2020–2025 strategic plan.

"Waterloo"is a place where business, community and governmental leaders come together to seek today's solutions to tomorrow's problems. I am confident that under"the"leadership"of Vivek Goel, our community will continue to flourish"and"drive even greater impact around the world," Hamdullahpur said.

Goel obtained his medical degree from McGill University. He did his post–graduate medical training in community medicine at the University of Toronto, and obtained a master's degree (MSc) in health administration from the University of Toronto and a master's degree (MS) in biostatistics from Harvard University's School of Public Health.

Goel also currently serves on the boards of the Vector Institute, TRIUMF""Canada's particle accelerator""and the Canadian Institute for Health Information.

Contact
Chris Wilson–Smith
Director, media relations
chris.ws@uwaterloo.ca

A photo accompanying this announcement is available at https://www.globenewswire.com/NewsRoom/AttachmentNg/41a37aaa–d8eb–4963–bf22–f174c9902c2f

For more information, visit: uwaterloo.ca/next–president/