Jennifer Childress
770-776-2239
jchildress@jacada.com
Press Release
Jacada WorkSpace Captures 2006 "Product of the Year" Award
Next Generation Agent Desktop Scores Top Honors from Call Center Magazine
ATLANTA, March 8, 2006 - Jacada Ltd., (NASDAQ: JCDA), a leader in software solutions that drive contact center process improvement, announced today that CMP Media’s Call Center Magazine has named Jacada® WorkSpace as Product of the Year for 2006. Jacada WorkSpace is a unified desktop for customer service representatives that provides a single point of access to all the mission-critical applications and call center tools required by the agent to effectively complete a customer interaction.
Over the course of several months, the editors of Call Center Magazine conduct rigorous technology evaluations for contact center solutions designed to boost productivity and/or enhance operations. The winning companies are those the editors believe to have products that help enhance agents' and call center managers' productivity, boost sales and/or improve overall customer service the most. The results of this competition are published in the March 2006 issue of Call Center Magazine, and Jacada WorkSpace was among the top honorees.
"The contact center agent today is faced with a multitude of systems and processes they are required to learn, navigate and manage," said Keith Dawson, editorial director for Call Center Magazine. "This complexity is one of the key bottlenecks to improving the customer experience and driving costs out of the call center operations. Jacada WorkSpace is addressing this problem by delivering a standardized, unified desktop experience for the agent that simplifies access to the underlying back office applications and seamlessly integrates the wide variety of call center tools they use."
Essentially a desktop interaction hub that integrates all tools and channels of communications with the customer, Jacada WorkSpace eliminates the inefficiency of the desktop maze by providing the agent with a single interface to access the multitude of disparate systems and resources needed to effectively perform his or her job. This enhanced, unified desktop dramatically reduces the steps needed to complete an interaction resulting in operational savings and increased customer satisfaction. In addition, by using dynamic, role-based desktop controls, Jacada WorkSpace enables companies to transform product-specific or function-specific agents to 'universal' agents, maximizing agent productivity and reducing operational costs.
Innovation-driven companies are seeking ways to make the frontline to their customers – the contact center agents – more effective and proficient across a variety of business lines. Organizations, especially in the outsourcing and telecommunications industries, are adopting the unified desktop to boost the overall performance of their contact centers. Delivering a single workspace environment for agents helps decrease training time and increases system navigation efficiency, giving the agent more time to service the customer, rather than being locked down with toggling through applications.
"Contact center agents today are forced to deal with the chaotic mix of multiple systems and contradictory performance metrics, all while trying to deliver satisfactory customer service," said David Holmes, executive vice president for Jacada. "Jacada WorkSpace helps resolve much of the chaos these agents encounter on a daily basis by providing a central environment where the agent can perform all required activities in an efficient, less complicated manner. Being honored with the Product of the Year award for 2006 is a testament to the traction Jacada WorkSpace is receiving in the market and the ROI our customers are experiencing."
About Call Center Magazine
Call Center Magazine is the only publication dedicated to providing in-depth and unbiased product information on call center technology, management and operations. Written by a staff of editorial experts and industry luminaries, Call Center Magazine delivers an editorial package most useful to buyers setting strategies and buying products and services for today’s customer contact center. For more information, contact Call Center Magazine at 212-600-3000 or visit www.callcentermagazine.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.
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