Jacada Named in “CRM Customer Service Contact Centers” Magic Quadrant


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Evaluation Based on Completeness of Vision and Ability to Execute

ATLANTA – April 16 ,2010 – Jacada Ltd. (Nasdaq: JCDA), a leading provider of customer experience and process optimization solutions, today announced that it has been positioned by Gartner in the Magic Quadrant for CRM Customer Service Contact Centers.*

“Jacada is very pleased to be included in Gartner’s 2010 Magic Quadrant,” said Richard Stern, SVP of global marketing and products for Jacada. “We believe this recognition underscores our focus on the value of great customer service and on delivering solutions that reduce cost, increase efficiency and ultimately add to the bottom line through improved customer experience and satisfaction for our customers.”

The Magic Quadrant for CRM Customer Service Contact Centers “looks at customer service software for the human agent in the contact center versus self-service. Enterprise demands for analytics, integration with Web customer service and communities are driving changes in the industry.” Gartner set market traction and momentum criteria as well as short-term viability criteria that vendors must meet to be included in the “CRM Customer Service Contact Centers” magic quadrant.

Being positioned in the Gartner Magic Quadrant is only the latest recognition for Jacada. Earlier this year, Jacada® WorkSpace Unified Agent Desktop and Jacada® Advisor Dynamic Agent Assistance solutions both received 2009 Product of the Year Awards from Technology Marketing Corporation’s (TMC©) Customer Interaction Solutions magazine. Jacada also recently announced the signing of a material agreement with a new customer, a large U.S.-based provider of digital television services.

About the Magic Quadrant
The Magic Quadrant is copyrighted 2010 by Gartner, Inc. and is reused with permission. The Magic Quadrant is a graphical representation of a marketplace at and for a specific time period. It depicts Gartner’s analysis of how certain vendors measure against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the Magic Quadrant, and does not advise technology users to select only those vendors placed in the “Leaders” quadrant. The Magic Quadrant is intended solely as a research tool, and is not meant to be a specific guide to action. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

About Jacada
Jacada is a leading global provider of customer experience management and interaction optimization solutions. By bridging disconnected systems and processes, Jacada solutions create greater operational efficiency and increase agent and customer satisfaction. Founded in 1990, Jacada operates globally with offices in London; Munich; Stockholm; Atlanta, Georgia; and Herzliya, Israel. Jacada can be reached at http://www.jacada.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.

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