Tech mahindra
Tech mahindra

Tech Mahindra Selects Jacada’s Digital Self-Serve Technology to accelerate Digital Transformation

Collaborates to offer Omni Channel experience through the synergy of Tech Mahindra’s CareXa Digital Transformational Framework with Jacada’s Interact

New Delhi, 10 March, 2017: Tech Mahindra, a specialist in digital transformation, consulting and business re-engineering, has selected Jacada Inc. a leading international provider of digital customer experience technology, to accelerate the digital transformation of customer operations for clients across industries. Jacada’s digital customer experience technology helps in simplifying interactions between businesses and their customers.

Tech Mahindra offers a rich suite of business-to-business platforms that enable organizations to prepare themselves for a digital future. These platforms help in analyzing, orchestrating, automating and artificially intellectualizing the delivery of technology to enterprises. Tech Mahindra’s solutions enable the standardization and consolidation of business processes while accommodating the changing needs.

With this collaboration, both the companies are looking at providing the clients better experiences by integrating Tech Mahindra’s next-generation Digital Customer Experience Transformational Framework, CareXa, with Jacada’s patented digital self-serve platform, Jacada Interact.

Tech Mahindra’s CareXa is one of its kind modular Digital Customer Experience Transformational framework that finds natural adjacency with Jacada Interact. CareXa brings in efficiencies and benefits through unique solutions like visual Interactive Voice Response (IVR), Virtual Assistant, Robotic Process Automation (RPA) and Actionable Intelligence, which help in improving cross-selling and up-selling opportunities, reducing customer churn and improving Net Promoter Score (NPS) by 3-5 points. They also help in reducing call-handling time by 10-15% and cost of operations by 25%. NPS is a management tool, which is used to gauge the loyalty of a firm's customer relationships. 

CareXa also enables a seamless customer experience across all customer interactions, from acquisition to in-life management to retention/win-back, creating customer engagement and value for enterprises. CareXa Omni channel is being used by large businesses across segments such as telecom and retail, globally.

"While our clients have invested significantly to drive the digital transformation of customer operations, majority of customer interactions are still voice-based. As we continue to move forward, Omni-channel would become crucial to positively impact customer experience," said Jagdish Mitra, Chief Strategy and Marketing Officer, Tech Mahindra. "This collaboration between CareXa and Jacada Interact is well-poised to influence customer behavior by forming sticky digital habits throughout the customer lifecycle, across all physical and voice touch-points, thereby dramatically boosting digital adoption and accelerating the transformation journeys our clients are on."

Jacada Interact is a cross-channel digital contact hub, designed by business users to determine customer intent in real-time and dynamically pivot customers into the appropriate digital channel. This effectively handles the customer intent at the most optimal cost to serve, while boosting NPS and Customer Effort Scores. Jacada Visual IVR, one of the award-winning solutions powered by Jacada Interact, delivers a personalized mobile-ready digital customer experience to voice callers and boosts digital adoption. The resulting visual and mobile engagement not only boost self-service rates and average handling times, but also the satisfaction and loyalty scores, thereby positively impacting the bottom-line as well as the customer experience.

“Jacada’s Digital Customer Experience solutions are great enablers to the transformation initiatives, led by global consultants like Tech Mahindra,” said Guy Yair, Co-Chief Executive Officer of Jacada. “Jacada’s value-driven approach to work with Tech Mahindra on gain-share contracts demonstrating accountability, and our mature public cloud based technology platform which has been pre-integrated into CareXa are key measures of synergy, amongst other aspects of our relationship.

About Jacada

Jacada Inc. enables organizations to deliver effortless customer experience on digital and assisted service channels to boost loyalty, sales conversions and operational excellence. Customers benefit from an improved customer experience at every touch point with the organization, whether at the contact center, on the mobile, the website, or at the retail store. Most Jacada deployments provide complete return on investment within the first three to seven months after deployment. Founded in 1990, Jacada operates globally with offices in Atlanta, USA; London, England; Munich, Germany; and Herzliya, Israel. More information is available at

About CareXa

CareXa is a “Digital Customer Experience transformation framework” by Tech Mahindra which includes best-in-class offering/solutions i.e. Omni Channel solution – Enabling customer context flow across digital and traditional channels, bringing in digitally-enabled channels (Visual IVR, Virtual Assistant/Chat Bot’s, Video Kiosk, Social Media), Robotics Process Automation Solution and analytics engine.  Its unique blend of solutions help to address key pain points of enterprises across verticals helping them to transform their contact centers by improving customer experience and reducing cost of operations.

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Certain statements in this release concerning the future prospects of Tech Mahindra Limited (“the Company” or “TechM”) are forward-looking statements. These statements by their nature involve risks and uncertainties that could cause Company’s actual results differ materially from such forward looking statements. The Company, from time to time, makes written and oral forward-looking statements based on information available with the management of the Company and the Company does not undertake to update any forward-looking statement that may be made from time to time by or on behalf of the Company. 


Tech Mahindra represents the connected world, offering innovative and customer-centric information technology experiences, enabling Enterprises, Associates and the Society to Rise™. We are a USD 4.9 billion company with 131,500+ professionals across 90 countries, helping 946 global customers including Fortune 500 companies. Our convergent, digital, design experiences, innovation platforms and reusable assets connect across a number of technologies to deliver tangible business value and experiences to our stakeholders. Tech Mahindra is the highest ranked Non-U.S. company in the Forbes Global Digital 100 list (2018) and in the Forbes Fab 50 companies in Asia (2018).

The Mahindra Group is a USD 20.7 billion federation of companies that enables people to rise through innovative mobility solutions, driving rural prosperity, enhancing urban living, nurturing new businesses and fostering communities. It enjoys a leadership position in utility vehicles, information technology, financial services and vacation ownership in India and is the world’s largest tractor company, by volume. It also enjoys a strong presence in agribusiness, aerospace, commercial vehicles, components, defense, logistics, real estate, renewable energy, speedboats and steel, amongst other businesses. Headquartered in India, Mahindra employs over 2,40,000 people across 100 countries.

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