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Jacada Intelligent Agent Engagement OverviewUNIXBusinessApplication

What is Jacada Intelligent Agent Engagement?

While assisted service aptly describes the human-touch component, intelligent agent engagement more accurately describes the human-touch fueled with technology to drive improved operational efficiency. Intelligent agent engagement is about transforming complex agent desktops, a variety of channels (voice, chat, email, etc) and complex processes (troubleshooting, complicated products, regulatory) into an operationally efficient customer service experience.

Buyer's Guide

Download the Robotic Process Automation (RPA) Buyer's Guide including reviews and more. Updated: November 2021

Jacada Intelligent Agent Engagement Customers
Humana, Turk Telekom, Leumi Card
Jacada Intelligent Agent Engagement Video

Jacada Intelligent Agent Engagement Reviews

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Biswajit Mohanty
Senior Manager - RPA & Transition at a financial services firm with 10,001+ employees
Real User
Top 5Leaderboard
Suitable for a small-scale business but not evolved enough for a large enterprise

What is our primary use case?

The best thing with that Jacada is that they are a repository builder, which we use for our assessment to gauge and match screens. Jacada has evolved, but I'm not using the latest version. Technically we use our internal product more, which is iAutomate. We also use UiPath and Automation Anywhere. Within our organization, when we first started using Jacada, there were roughly 100 employees using it. Lately, only a few employees use it as it's not our primary solution anymore.

What is most valuable?

What needs improvement?

There used to be some coding issues, but over time the software has evolved and they have fixed those issues. They need to create a workflow system.

For how long have I used the solution?

I have used Jacada for the last…

What is our primary use case?

The best thing with that Jacada is that they are a repository builder, which we use for our assessment to gauge and match screens.

Jacada has evolved, but I'm not using the latest version. Technically we use our internal product more, which is iAutomate. We also use UiPath and Automation Anywhere.

Within our organization, when we first started using Jacada, there were roughly 100 employees using it. Lately, only a few employees use it as it's not our primary solution anymore.

What is most valuable?


What needs improvement?

There used to be some coding issues, but over time the software has evolved and they have fixed those issues.

They need to create a workflow system.

For how long have I used the solution?

I have used Jacada for the last five years.

What do I think about the scalability of the solution?

Scalability-wise, Jacada is okay. I would give it a rating of 6.5 out of ten.

How are customer service and technical support?

When we first started using Jacada, the technical support was not good at all; however, they were just getting started then. Since then, they have evolved (although, not exponentially); there are a lot more players on the market now.

How was the initial setup?

The initial setup was fairly straightforward. Complexity-wise, on a scale from one to ten, I would give the initial setup a rating of six.

What other advice do I have?

I would recommend Jacada for a company which is not yet large-scale — a company with roughly 100 to 150 employees. 

On a scale from one to ten, I would give Jacada a rating of seven.

Which deployment model are you using for this solution?

On-premises
Disclosure: My company has a business relationship with this vendor other than being a customer: Partner