Jacada Recognized for Robotic Process Automation

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Filed under - Contact Centre News,

Jacada recognized for a second consecutive year as a major contender in Everest Group PEAK Matrix for Robotic Process Automation (RPA) 2020.

With a laser-sharp focus on delivering end-to-end call centre automation solutions powered by RPA, this latest announcement by Everest Group puts Jacada in a league of their own as the only vendor to be recognized in both RPA and IVA PEAK Matrix 2020 reviews.

Everest Group’s latest research acknowledges Jacada’s strength in providing an end-to-end intelligent automation platform.

Focusing on the customer experience side of the business with RPA (unattended, attended, and human-in-the-loop modes), Jacada enables end-to-end customer service automation solutions for both self-service and agent assisted interactions.

“Jacada’s product development and go-to-market strategy is focused on automating customer service operations,” said Amardeep Modi, Practice Director, Everest Group.

“It is a pioneer in delivering unified RPA and conversational AI capabilities and has a differentiated value proposition for organizations looking to automate and optimize processes across the customer service value chain.”

RPA in 2020 has seen its share of acquisitions as the market pushes for more than stand-alone RPA capabilities.

Complementary use of AI and RPA are opening up more use cases for organizations as they work to expand their automation footprint.

Customer Service use cases are also on the rise as the global pandemic has brought a new sense of urgency to digital adoption agendas.

“The customer experience automation space is exciting right now as back office RPA vendors scramble to message their way out of years of scale challenges, false starts, and limited automation pipelines,” explains Scott Merritt, Global Head of Automation for Jacada.

“As a result, all RPA roads seem to be migrating into the customer service space in search of the holy automation grail but it’s a complex space that demands tenure and tested solutions.”

“As one of those pressure tested vendors for the past two decades, we are extremely proud to hold this unique status with Everest Group for both RPA and IVA and look forward to the new attention it brings to our story and our customers.”

This recent accomplishment for Jacada comes on the heels of being named a Major Contender in the IVA 2020 annual report, – Technology Vendor Landscape With Products PEAK Matrix Assessment, also by Everest Group.

These recognitions along with Jacada’s placement in the 2020 Gartner Magic Quadrants for Workforce Engagement Management and Robotic Process Automation provide further evidence of how Jacada is seen as a trailblazer in the customer service automation space.

This news story has been re-published by kind permission of Jacada

Author: Guest Author

Published On: 8th Oct 2020 - Last modified: 30th Sep 2022
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