Atlanta, GA, USA, Oct., 2020 -- As organizations look to graduate from traditional RPA tools and expand into more scalable Intelligent Automation platforms, Jacada continues to differentiate with its customer service automation offering. With a focus on delivering end-to-end call center 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."
Posted by Veronica Silva Cusi, news correspondent
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.
About Everest Group:
Everest Group is an advisor to business leaders on the next generation of global services with a worldwide reputation for helping Global 1000 firms dramatically improve their performance by optimizing their back- and middle-office business services. With a fact-based approach driving outcomes, Everest Group counsels organizations with complex challenges related to the use and delivery of global services in their pursuits to balance short-term needs with long-term goals.
Published: Monday, October 12, 2020
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