Jacada, offering unified desktop solutions for the call center that improve processes and boost customer satisfaction, has been positioned by Gartner (News - Alert) in its 2010 Magic Quadrant for CRM Customer Service Contact Centers.
'Jacada is very pleased to be included in Gartner's 2010 Magic Quadrant,' said Richard Stern, SVP of global marketing and products for Jacada (News - Alert), in a release. 'We believe this recognition underscores our focus on the value of great customer service and on delivering solutions that reduce cost, increase efficiency and ultimately add to the bottom line through improved customer experience and satisfaction for our customers.'
Gartner's Magic Quadrant reports provide an analysis of vendors in specific markets based on their "ability to execute and completeness of vision." It also assesses key industry trends.
A central feature of the Magic Quadrant reports is the graphical representation section, where companies are placed in one of four "quadrants" to illustrate their position in the market they serve: "Challengers," "Niche Players;" "Visionaries" and "Leaders." The two main over-riding criteria used to determine which quadrant a company is placed are "Ability to Execute," which is the "Y" axis of the graph, and "Completeness of Vision," which is the "X" axis (there are specific criteria used to determine a company's "Ability to Execute" and "Completeness of Vision"). Companies are positioned along the "X" and "Y" axis with a single point on the graph, thus determining the quadrant where the company is positioned.
In February Jacada announced general availability of Jacada Insight, which enables companies to understand and improve customer experience across all contact channels. The solution combines the valuable data that is collected by Jacada desktop unification technology with data traditionally found in CTI (News - Alert), PBX, and IVR/ACD systems. Jacada Insight also provides the company's unified desktop customers with a full set of business intelligence tools.
Jacada Insight provides contact center managers and supervisors with advanced metrics, delivered in real time, which allow them to see root causes of key challenges and more easily differentiate between the challenges that are agent performance-related versus process-related.
Earlier this year, Jacada's WorkSpace Unified Agent Desktop and Advisor Dynamic Agent Assistance solutions received 2009 Product of the Year Awards from Technology Marketing Corporation's (TMC (News - Alert)) Customer Interaction Solutions magazine. The company also recently announced the signing of a material agreement with a new customer, a large US-based provider of digital television services.
Patrick Barnard is a senior Web editor for TMCnet, covering call and contact center technologies. He also compiles and regularly contributes to TMCnet e-Newsletters in the areas of robotics, IT, M2M, OCS and customer interaction solutions. To read more of Patrick's articles, please visit his columnist page.Edited by Patrick Barnard