Contact center solutions that streamline agent desktops and optimize application performance now delivered jointly with Avaya and its channel partners
ATLANTA—February 6, 2007 – Jacada Ltd. (Nasdaq: JCDA), a leading provider of unified desktop and process optimization solutions for customer service operations, today announced it has signed a joint marketing agreement with Avaya (NYSE:AV), a leading global provider of business communications applications, systems and services. Under the terms of the agreement, Avaya Consulting and Systems Integration and Jacada will jointly market and deliver Jacada customer service solutions globally.
“Today’s contact center agents often must deal with a maze of business applications in order to access the critical information they need to deliver prompt and efficient service to customers,” says Ken Kaisen, Vice President, Consulting and Systems Integration, Avaya. “Jacada solutions tackle that problem head-on and provide an excellent complement to Avaya’s contact center professional services portfolio. Together we help businesses improve agent productivity, enhance customer service and realize a significant return on their contact center investment.”
Jacada WorkSpace dramatically simplifies an agent’s desktop by providing a single, easy-to-use interface to the mission-critical applications and contact center tools required to complete a customer interaction. Jacada WorkSpace is powered by Jacada Fusion, a process optimization platform that improves workflow across a company’s existing business applications.
“Jacada is extremely excited to be affiliated with the global leader in the contact center industry,” said Paul O’Callaghan, president of Jacada. “Avaya is a trusted advisor to many of the companies in our target markets.
Together we can offer a solution that delivers a major competitive advantage for our customers by significantly reducing operational costs and greatly enhancing the customer experience.”
Jacada is a Gold member of the Avaya DeveloperConnection program, an initiative to develop, market and sell innovative third-party products that interoperate with Avaya technology and extend the value of a company’s investment in its network.
About Avaya
Avaya Inc. designs, builds and manages communications networks for more than one million businesses worldwide, including over 90 percent of the FORTUNE 500®. Focused on businesses large to small, Avaya is a world leader in secure and reliable Internet protocol telephony systems and communications software applications and services. Driving the convergence of voice and data communications with business applications—and distinguished by comprehensive worldwide services—Avaya helps customers leverage existing and new networks to achieve superior business results. For more information visit the Avaya Web site: http://www.avaya.com.
About Jacada
Jacada is a leading provider of customer service unified desktop and process optimization solutions. The company’s solutions help customers rapidly simplify and improve high-value business processes without the need for long and expensive systems replacement projects.
Jacada provides two award-winning solutions that have been proven to make a significant impact on customer service efficiency and effectiveness. Jacada WorkSpace is a unified desktop that incorporates all critical functions required by the contact center agent to successfully complete customer interactions. Jacada Fusion is a process optimization solution that leverages patented technology to enable customer service centers to improve customer satisfaction and increase revenues by providing customer service representatives with more time for customer care and revenue-generating activities.
Jacada has more than 1200 customers worldwide, including many Fortune 1000 corporations and government organizations. Founded in 1990, Jacada operates globally with offices in Atlanta, Georgia; Herzliya, Israel; London, England; and Munich, Germany. Jacada can be reached at www.jacada.com or at 1-800-773-9574.
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Media contacts:
Paul Sewell
Jacada
770-352-1310 ext. 383
[email protected]
Carl Nelson
NEI Communications
781-929-9095
[email protected]
Mary Thiele
Avaya
908-953-6152
[email protected]
