Jacada Insight Delivers Advanced Analytics for Contact Center Market
23 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 new product, Jacada® Insight, which enables
companies to understand and improve customer experience across all
contact channels.
Jacada Insight provides significant value to call center
management by combining the valuable data that is collected by
Jacada desktop unification technology with data traditionally found
in CTI, PBX, and IVR/ACD systems. Jacada Insight also provides the
company’s unified desktop customers with a full set of business
intelligence tools.
Designed as a strategic analytics and modeling solution for
customer contact centers in any industry, Jacada Insight provides
contact center managers and supervisors with advanced metrics,
delivered in real time, which allow them to see root causes of key
challenges and more easily differentiate between the challenges
that are agent performance-related versus process-related.
“Jacada is very pleased to present our customers with a solution
that combines our proven unified desktop expertise with
industry-leading analytics and business intelligence tools,” said
Tom Clear, chief executive officer at Jacada. “Jacada Insight
extends our commitment to deliver customer experience solutions
that drive profitability and satisfaction.”
Richard Stern, SVP of global marketing and product at Jacada,
adds: “Jacada Insight is a unique solution that centers in on first
call resolution and agent solve rate, which are key areas of focus
for call center analytics and have a direct correlation to a
positive customer experience. This product showcases our ability as
a technology innovator to address real-world customer needs.”
Jacada Insight can be configured as needed with
multi-dimensional analysis and reporting. The product is also
available with CTI enablement and integration toolkit components as
required for specific environments.
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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