Jacada WorkSpace Recognised in Magic Quadrant for CRM Customer Service Contact Center Solutions

UK - April 27, 2006 - Jacada Ltd. (Nasdaq: JCDA), a leading software provider of contact centre productivity solutions, today announced it has been positioned by Gartner, Inc. in its ‘CRM Customer Service Contact Center, 2006 Magic Quadrant’1 report.

“We are extremely pleased to see this level of market acceptance and recognition, especially given that Jacada WorkSpace only recently became generally available,” states David Holmes, executive vice president for Jacada. “We feel this is indeed confirmation that the unified agent desktop is an important solution for contact centre operations that want to get more out of their existing contact centre and CRM investments, while improving agent efficiency and customer satisfaction.”

Being positioned in the Gartner Magic Quadrant is only the latest recognition of Jacada WorkSpace by an industry heavyweight. CMP Media’s Call Center Magazine recently named Jacada WorkSpace “Product of the Year” for 2006.

“The contact centre agent today is faced with a multitude of systems and processes they are required to learn, navigate and manage, including CRM, billing and order management systems,” said Keith Dawson, Editorial Director for Call Center Magazine. “This complexity is one of the key bottlenecks to improving the customer experience and driving costs out of call centre operations. Jacada WorkSpace is addressing this problem by delivering a standardised, unified desktop experience for the agent that simplifies access to the underlying back office applications and seamlessly integrates the wide variety of call centre tools they use.”

Jacada WorkSpace represents the next generation of the contact centre desktop, a single agent console that unifies customer interaction tools with a single access point to all the mission-critical applications required by the agent to effectively complete a customer interaction. Jacada WorkSpace delivers a wealth of capabilities that enable companies to freely implement optimal contact centre processes and maximise agent productivity.  

About the Magic Quadrant
The Magic Quadrant is copyrighted March 1, 2006 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.

(1)    “Magic Quadrant for CRM Customer Service Contact Center, 2006”, by Michael Maoz, March 1, 2006.

About Jacada
Jacada is recognised as a leading provider of contact centre productivity 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 contact centre efficiency and effectiveness. Jacada WorkSpace is a unified desktop that incorporates all critical functions required by the contact centre agent to successfully complete customer interactions. Jacada Fusion is a process optimisation solution that leverages patented technology to enable contact centres to improve customer satisfaction and increase revenues by providing customer service representatives with more time for customer care and revenue-generating activities.  

By significantly reducing call handle times, training costs and error rates, Jacada solutions deliver a rapid, easily measured return on investment, with payback typically achieved in weeks or months.  Jacada solutions are deployed in hundreds of contact centres worldwide, and to millions of users through self-service applications designed to off-load contact center activity.

Jacada has over 1200 customers worldwide including many Fortune 1000 corporations and government organisations.  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.

Jacada Contacts:

Manuela Whittaker
IBA, PR for Jacada
01780 721 433
mwhittaker@iba-europe.com

This press release contains "forward-looking statements" within the meaning of the Private Securities Litigation Reform Act of 1995, such as statements relating to future financial results and plans for future business development activities, and are prospective. These statements include all statements that are not statements of historical fact and consists of those regarding intent, belief or current expectations of the Company, its directors or its officers with respect to, among other things: (i) the Company’s financing plans; (ii) trends affecting the Company’s financial condition or results of operations; and (iii) the Company’s growth strategy and operating strategy (including the development of its products and services). 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.  The Company cannot assess the impact of or the extent to which any single factor or risk, or combination of them, may cause. For a more complete discussion of risk factors, please see the Company's Form 20-F and other Statements filed with the Securities and Exchange Commission.

Jacada is a trademark of Jacada Ltd. All other brands or product names are trademarks of their respective owners.


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