Contact Center Automation: 

How Customer Service RPA is Shaping the Industry

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If a customer chooses to speak with an agent, the agent can walk them through shared documents and images in real time through a dual digital and voice collaboration.


Craig Le Clair

Vice President, Principal Analyst serving Enterprise Architecture Professionals

Forrester Research


With guest speaker: 

Craig Le Clair

Vice President and Principal Analyst, 


Grill our panel of experts on your burning questions related to chatbots, Virtual Customer Assistant (VCA), and Artificial Intelligence (AI) solutions. Submit your question today!

On The Agenda

Adi Toppol
Vice President Professional Services, 


Key Discussion Points:

  • Insights from Forrester on Robotic Process Automation (RPA) 
  • Attended vs Unattended Automation 
  • How to leverage RPA to intelligently assist agents
  • Contact center automation case studies with high ROI
  • Best practices for a successful automation deployment in the contact center 

Intelligent Assistance Benefits At A Glance

  • NLP Agnostic:  Dialogflow, Watson,, MSFT
  • Integrations to any back-end systems, leveraged across all channels
  • Rich UI
  • Low coding to drive business agility
  • Build once and use in multiple clients, to drive simplification and standardization across channels

Craig Le Clair of Forrester Research will discuss robust contact center automation as it helps agents efficiently deliver effortless customer experiences. Insights, use cases, and recent findings from the Forrester upcoming Wave™ on Robotic Process Automation will be shared. 

Contact Centers are not the typical "low hanging fruits" for enterprise automation, often characterized by high diversity and high complexity – both known automation killers. However, new technologies are changing this, making Customer Service Robotic Process Automation (Customer Service RPA) a viable option. 

Customer Service RPA delivers automation into the contact center, helping agents and bots provide improved customer service.

  • Hybrid automation does not try to replace agents. Rather, hybrid automation enhances their capability.
  • Chatbots and NLP engines help cover standard scenarios, freeing agents to do work where they are most needed
  • Low code platforms with Building-Blocks architecture help business users build and reuse automation blocks – increasing ROI!  

Join Jacada and our guest speaker, Craig Le Clair of Forrester Research, for a live webinar analyzing industry trends, challenges and proven solutions in contact center automation. Specific case studies will be shared to demonstrate how leading contact centers are already driving substantial value from automation.