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News : Jacada Recognized by Ovum Among Top 10 RPA Vendors
Atlanta, GA, USA, Jan 14, 2019 -- Jacada, Inc., provider of Autonomous CX solutions designed to automate customer service operations and improve the customer experience, announced that Ovum, an independent analyst firm, has identified Jacada among the top 10 most notable RPA vendors in a recent Ovum Decision Matrix: Selecting a Robotic Process Automation (RPA) Platform, 2018–19.
"With over 20 years of customer service automation in our history, we are very pleased to be recognized as a leader in Customer Service RPA amongst a field of over 40 vendors," says Scott Merritt, Global Head of Automation at Jacada. "The Decision Matrix identifies the great potential that there is in the Customer Service RPA space and how organizations can reduce the cost of their customer service operations, while improving the customer experience."
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Ovum stated within the report, "Jacada’s expertise and IP are primarily applied to attended automation use cases that involve front-office processes or, more specifically, customer service operations." Ovum goes further to state, "Jacada’s product strategy revolves around customer service use cases and it has a sharp focus on maintaining its leading position in this specific RPA market segment."
"We see a tremendous opportunity this year to accelerate our customers’ journey further down a path to Autonomous CX. As the RPA wave barrels its way in the contact center arena, Jacada’s core IP and contact center experience positions us well to rise above the hype to deliver game changing end-to-end customer service automation solutions," says Scott Merritt.
Posted by Veronica Silva Cusi, news correspondent
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Jacada is a provider of contact centre productivity solutions. The company 19s solutions help customers rapidly simplify and improve high-value business processes without the need for long and expensive systems replacement projects. Jacada WorkSpace is a unified desktop that incorporates all critical functions required by the contact centre agent to successfully complete customer interactions.
Ovum, the analyst and consulting company, is an advisor on telecoms, software and IT services. Resolutely independent, Ovum advises large corporates, IT and software vendors, IT service providers, telecoms operators, regulators, service providers and equipment suppliers. It analyses the commercial impact of technology and market changes and has a real strength in advising on the developments where telecoms, software and IT services interact.
Published: Thursday, January 17, 2019
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