Cindy Curtin Knezevich
770-352-1300
cindyk@jacada.com
Peter L. Seltzberg
Hayden Communications
646-415-8972
peter@haydenir.com
Press Release
West Corporation Implements Jacada WorkSpace
ATLANTA, September 19, 2005 – Jacada Ltd. (Nasdaq: JCDA) a leader in contact center productivity solutions, today announced that West Corporation, the nation's premier provider of outsourced communication solutions, has implemented Jacada WorkSpace.
West Corporation provides outsourced communications solutions for Fortune 1000 companies. West employs 27,000 people located in North America, Europe and Asia, and processes more than 20 billion minutes of telephony-related transactions annually. West's customers represent a wide range of industries including telecommunications, financial services, healthcare, pharmaceutical, insurance, utility, consumer goods, and e-commerce.
Jacada WorkSpace boosts agent satisfaction and productivity by simplifying the desktop environment and providing advanced tools that automate cumbersome processes. By improving agent satisfaction and performance, Jacada WorkSpace subsequently improves customer experience and customer retention. Jacada WorkSpace is powered by the Jacada Fusion non-invasive integration platform that works with existing business applications to automate processes and improve workflows, without requiring any change to existing applications. Jacada WorkSpace provides advanced tools that simplify tasks for the customer service representative (CSR), including a dynamic scripting environment that provides guided navigation for agents.
"Jacada WorkSpace helps us ensure consistent call flow and call quality, especially for new agents," said Wynn Obermeyer, vice president of information systems. "Given our success with Jacada Fusion, it was a logical next step for us to adopt Jacada WorkSpace as our new desktop workspace standard."
As an existing Jacada customer, West has been using the Jacada Fusion non-invasive integration platform for integrating West applications with various client applications, resulting in more streamlined processes and improvements in average handle time and overall customer experience.
"It is extremely exciting to have West as an early adopter of Jacada WorkSpace," said David Holmes, Jacada executive vice president. "Their expertise in managing a wide variety of business processes for a variety of industries will help ensure that Jacada WorkSpace is designed to meet the demands for a broad market."
About West Corporation
West Corporation is a leading provider of outsourced communication solutions to many of the world's largest companies. The company helps its clients communicate effectively, maximize the value of their customer relationships and drive greater revenue from each transaction. West's integrated suite of customized solutions includes customer acquisition, customer care and retention services, interactive voice response services, and conferencing and accounts receivable management services.
Founded in 1986 and headquartered in Omaha, Nebraska, West has a team of approximately 27,000 employees based in North America, Europe and Asia.
For more information, please visit http://www.west.com.
This press release contains "forward-looking statements" within the meaning of the Private Securities Litigation Reform Act of 1995, such as statements relating to future financial results and plans for future business development activities, and are prospective. These statements include all statements that are not statements of historical fact and consists of those regarding intent, belief or current expectations of the Company, its directors or its officers with respect to, among other things: (i) the Company's financing plans; (ii) trends affecting the Company's financial condition or results of operations; and (iii) the Company's growth strategy and operating strategy (including the development of its products and services). The words "may," "could," "would," "will," "believe," "anticipate," "estimate," "expect," "intend," "plan," and similar expressions or variations thereof are intended to identify forward-looking statements. Investors are cautioned that any such forward-looking statements are not guarantees of the future performance and involve risks and uncertainties, many of which are beyond the Company's ability to control. Actual results may differ materially from those projected in the forward-looking statements as a result of various factors including the performance and continued acceptance of our products, general economic conditions and other Risk Factors specifically identified in our reports filed with the Securities and Exchange Commission. The Company undertakes no obligation to update or revise any forward-looking statement for events or circumstances after the date on which such statement is made. The Company cannot assess the impact of or the extent to which any single factor or risk, or combination of them, may cause. For a more complete discussion of risk factors, please see the Company's Form 20-F and other Statements filed with the Securities and Exchange Commission.