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Press Releases

Jacada Signs Partnership Agreement with Upstream Works Software

Partnership will expand existing solutions to include innovative customer metrics and reporting benefits

ATLANTA – January 19, 2010 – Jacada, Inc., a leading provider of customer experience management and process optimization solutions for customer service operations, today announced that it has signed a technology partnership agreement with Upstream Works Software, a manufacturer of performance analytics and call automation for the contact center industry.

The agreement will enable Jacada to introduce additional functionality and advanced analytics capabilities into its Jacada WorkSpace suite of unified service desktop solutions.

"Jacada is an acknowledged leader in customer experience management." said Rob McDougall, president of Upstream Works. "By using our state of the art performance management and customer experience analytics, they will further strengthen their market-leading process optimization solutions and agent desktop products in the call center space."

"This collaboration with a call center analytics leader like Upstream Works instills an exciting new technology mix into our solutions," said Tom Clear, chief executive officer of Jacada. "Upstream Works has redefined business intelligence to focus specifically on the customer interaction via the call center. We each believe in enabling a profitable and sustainable business environment based on customer satisfaction and first call resolution."

About Upstream Works Software

Upstream Works' solutions connect customer experience to every aspect of your contact center performance. They provide a complete suite of agent and management tools to improve efficiencies and revenues, capturing the entire set of data needed to understand exactly how customers interact with your business. With an Upstream Works solution you get a total view of customer experience, agent performance and contact center efficiency. The quality and accuracy of the Upstream Works data lets you easily move from summarized KPIs to individual customer contacts, which are linked to recordings, survey results and other records of customer experience. For more information about Upstream Works, go to www.upstreamworks.com.

This news release may contain forward-looking statements as that term is defined in the Private Securities Litigation Reform Act of 1995. 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. Jacada is a trademark of Jacada Inc. All other brands or product names are trademarks of their respective owners.

Jacada Media:
Ann Conrad
770-776-2382
[email protected]

Investor Relations Contact:
Peter Seltzberg
Hayden IR
646-415-8972
[email protected]

Upstream Works Contact
Media Relations
1-800-808-5220 ext. 358
[email protected]

Central Hudson Brings New Customer Service Desktop Online, Leverages Jacada Customer Experience Solutions

More efficient desktop environment enables CSRs to improve effectiveness and deliver better customer service to Central Hudson customers

ATLANTA and POUGHKEEPSIE, NY – January 12, 2010 – Jacada, Inc., a leading provider of customer experience management and process optimization solutions for customer service operations, and Central Hudson Gas & Electric Corporation, a regulated gas and electricity provider serving approximately 374,000 customers in eight counties of New York State's Mid-Hudson River Valley, today announced the implementation of the Unified Service Desktop, a solution based on the Jacada WorkSpace unified desktop platform.

Central Hudson utilizes a legacy mainframe platform and the acquired knowledge of its customer service representatives to navigate the customer management process. The utility sought a solution that would reduce training cycles and enhance customer satisfaction through the implementation of state-of-the-art customer information technology and improved work processes. The rollout of the new desktop represents the culmination of an in-depth business process optimization project, which leverages the existing data structure while simplifying some of the desktop complexity. In addition, Central Hudson expects to see an improvement in call handle times.

"We knew if we could streamline Central Hudson's overall operational processes, we would keep costs down while still delivering the highest level of customer service," said Charles Freni, senior vice president for Central Hudson. "The new desktop and process improvements implemented by Jacada provide us with the first step toward a greater degree of inherent operational intelligence, so that we can capture more details about the CSR activity, and thus be able to better manage our operations."

"We worked very diligently to learn all we could about how Central Hudson ran its customer service organization," explained Alan Germain, director of professional services for Jacada. "Because Central Hudson considers its call center the epicenter of customer experience, Jacada created an environment which fosters a truly streamlined, automated customer interaction. Our solution helped them become a true 'one stop shop' for customer service requirements while eliminating the need for manual processes or repetition of information."

About Central Hudson Gas & Electric Corp

Central Hudson Gas & Electric Corporation, a subsidiary of CH Energy Group, Inc, is a regulated transmission and distribution utility serving approximately 300,000 electric and about 74,000 natural gas customers in eight counties of New York State's Mid-Hudson River Valley, and delivering natural gas and electricity in a 2,600-square-mile service territory that extends north from the suburbs of metropolitan New York City to the Capital District at Albany. www.centralhudson.com

This news release may contain forward-looking statements as that term is defined in the Private Securities Litigation Reform Act of 1995. 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. Jacada is a trademark of Jacada Inc. All other brands or product names are trademarks of their respective owners.

CONTACTS:

Central Hudson Gas & Electric:
John Maserjian
845-471-8323

Jacada Media:
Ann Conrad
770-776-2382
[email protected]

Jacada Investor Relations:
Peter Seltzberg
Hayden IR
646-415-8972
[email protected]

ATLANTA and LONDON – December 18, 2008 – Jacada Ltd. (Nasdaq: JCDA), a leading provider of unified desktop and process optimization solutions for customer service operations, today announced that it has expanded its relationship with Telefónica O2 UK by signing a material enterprise license agreement with the leading mobile and broadband communications services provider allowing them to standardize the Jacada unified desktop solution throughout the company's UK customer service operations. The majority of the revenue from the contract will be recognized in the current quarter.

The partnership between the companies originally started in 2007 when Jacada streamlined and automated critical call processes within the UK Pay and Go division. The success of that project, led to Jacada introducing a solution to the retentions group in the Pay Monthly consumer area of the UK business.

"We are very pleased with the results of our unified desktop initiatives and are experiencing an excellent return on the investment we have made with Jacada," said Cheryl Black, customer service director for Telefónica O2 UK. "We are focused on providing the best customer service possible to satisfy and retain our valuable customers. The Jacada solution has allowed us to have automated and simplified call center processes, resulting in a better customer experience and lower operating costs."

"Today, retaining customers and reducing costs are the two highest items on every executive's priority list," said Guy Tweedale, senior vice president of European operations for Jacada. "The decision by Telefónica O2 UK to standardize on the Jacada unified desktop solution is further validation of the significant value our customers are realizing from a more effective and efficient customer service operation."

This news release may contain forward-looking statements as that term is defined in the Private Securities Litigation Reform Act of 1995. 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. Jacada is a trademark of Jacada Inc. All other brands or product names are trademarks of their respective owners.

About O2

  • Telefónica O2 UK Limited is a leading communications company for consumers and businesses in the UK, with 19.1 million mobile customers and over 260,000 fixed broadband customers as at 30 September 2008.
  • Telefónica O2 UK Limited is part of Telefónica Europe plc which is a business division of Telefónica S.A. and which owns O2 in the UK, Ireland, Slovakia, Germany and the Czech Republic, and has 44.9 million customers.
  • In 2006 Telefónica Europe acquired Be, the UK fixed broadband provider, and in October 2007 O2 launched its broadband service using the Be network.
  • O2 is the naming rights partner of The O2, the world-class entertainment venue.
  • O2 was ranked the 6th best place to work in the Best Companies to Work for 2008 List and has been awarded a three-star accreditation denoting an 'extraordinary' company.
  • O2 was launched on 1 May 2002 and now has more customers than any other UK mobile network.
  • O2's UK mobile network covers 99% of the UK's population. O2's 3G network covers over 80% of the UK population and is fully HSDPA-enabled, providing speeds of up to 1.8 MBps for customers with an HSDPA-enabled device.
  • Telefónica Europe also owns 50% of the Tesco Mobile and Tchibo Mobilfunk joint venture businesses in the UK and Germany.
  • For b-roll footage of O2, please visit www.digitalnewsagency.com
  • For further press information about O2 go to http://mediacentre.o2.co.uk

Jacada Media Contact – Atlanta:
Rebecca Harbin
Manning, Selvage & Lee
(404) 870-6825

Jacada Media Contact – London:
Andrew Ball
Chaz Brooks Communications
+44 (0) 1483 537 890

Investor Relations Contact:
Peter Seltzberg
Hayden Communications
(646) 415-8972
[email protected]

 

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