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Download the 2020 Gartner Magic Quadrant for Workforce Engagement Management

Gartner WEM MQ 2020

Automation and guidance become essential dimension of WEM 

Jacada was recently positioned in the 2020 Gartner Magic Quadrant for Workforce Engagement Management and believes that organizations today are faced with growing complexity in efficiently delivering a differentiated and consistent customer experience, especially considering the high rate of churn in their customer service workforce.

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"Technologies that help drive engagement through interaction assistance (such as next best action, unified desktop, and process guidance and automation) have become an essential dimension of WEM beyond traditional agent management functions.” *

Jim Davies, VP Analyst, Gartner and Jim Robinson, Sr Director Analyst

*Gartner, Gartner Magic Quadrant for Workforce Engagement Management, Jim Davies and Jim Robinson, February 20, 2020

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