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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]