Ovum highlights Jacada’s customer service RPA strategy and focus
ATLANTA, JANUARY 14, 2019 (GLOBE NEWSWIRE) — Jacada, Inc., provider of Autonomous CX solutions designed to automate customer service operations and improve the customer experience, today 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.”
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.
For over 20 years, Jacada’s automation expertise and IP within customer operations continues to deliver end-to-end customer service automation solutions to global enterprises helping them move further down an autonomous CX path. From guiding the contact center agents and automating their manual tasks to fully automated self-service solutions, Jacada automates interactions while improving customer experience. Our 27 years of experience in automating customer service processes for global enterprises, together with proven outcome-focused integration capabilities, enable worry-free deployments with lower Total Cost of Ownership. Founded in 1990, Jacada operates globally with offices in Atlanta, USA; London, England; Munich, Germany; and Herzliya, Israel. More information is available at www.Jacada.com.
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