Jacada Announces Major Upgrade to Jacada® WorkSpace Unified Desktop Suite
17 February 2010 - 10:00PM
Business Wire
Jacada Ltd. (Nasdaq: JCDA), a leading provider of customer
experience management and process optimization solutions for
customer service operations, today announced the general
availability of a major new release of its flagship solution,
Jacada® WorkSpace 5.2, to enhance customer interactions at the
point of contact with the customer call center.
The Jacada WorkSpace 5.2 unified desktop solution integrates
vital applications and channels of communications with the customer
into a single, optimized hub. The new release extends the product’s
automation capabilities and includes additional interface upgrades
designed to streamline the effectiveness of interactions between
customer service agents and customers. In addition, Jacada
WorkSpace 5.2 includes interaction management and basic reporting
components.
Since the inception of the product in 2005, the Jacada WorkSpace
unified desktop product suite has been widely accepted as the
customer service industry’s leading strategic desktop solution.
Jacada WorkSpace has been implemented in various markets for
well-known, leading companies such as Cox Communications,
Telefonica O2 UK, Nationwide Insurance, Station Casinos and Lillian
Vernon, where the solution has been utilized to simplify and
automate business processes to improve the customer experience
while keeping operational expenses in check.
“Jacada WorkSpace 5.2 represents a significant advancement for
Jacada and our customer experience optimization solutions,” said
Tom Clear, CEO of Jacada. “Our unified desktop suite now provides
all of the components necessary to fully optimize and re-engineer
the customer experience. We listened to our customers, heard their
technology needs, and updated the customer service interface
accordingly.”
In addition, Jacada WorkSpace 5.2 introduces capabilities
designed to further enhance customer interactions by simplifying
the interface and data access for customer service agents. These
features include:
- Desktop transfer enhancements to
copy and convey important data when a call is transferred to
another agent
- Expanded customer search tools
to enable “Free Text” searching, complete-as-you-go capabilities
and links to intelligent views
- Inherent document/knowledgebase
search capabilities to allow for flat-file indexing and data
dispositioning across multiple knowledgebases
- Auto-populated customer
information portlet to permit vital statistics at a glance
- Built-in multi-tab and
drill-down navigation structure to simplify complex,
multi-application environments
- Collapsible/expandable
intelligent view capabilities
- Pre-built industry views and
updatable data models for select vertical markets
- Interaction timeline to display
key events and customer interactions, visually and
chronologically
- Help-on-Hand feature to provide
real-time, on demand guidance and interaction
- Supervisor Consult component to
allow supervisory input via real-time view and management of the
agent’s desktop
- Enhanced agent alerts
About Jacada
Jacada provides solutions that optimize and improve the
effectiveness of customer interactions. Jacada unified desktop and
process optimization solutions help companies reduce the cost of
their operations, drive customer satisfaction and provide a
complete return on investment in as little as 12 months after
deployment. Founded in 1990, Jacada operates globally with offices
in Atlanta, USA; Herzliya, Israel; London, England; Munich,
Germany; and Stockholm, Sweden. More information is available at
www.jacada.com, www.jacada.com/blog, www.jacada.com/facebook and
www.jacada.com/twitter.
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.
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