Capita Business Centres Select Jacada Unified Desktop Solution

  • Leading provider of integrated professional support services to deploy unified desktop solution to increase efficiencies and streamline customer service operations 

London - 14th December 2006 - Jacada Ltd. (Nasdaq: JCDA), a leading provider of unified desktop and process optimisation solutions for customer service operations, today announced that two of Capita's regional business centres have selected Jacada WorkSpace, a unified customer service desktop solution to maximise performance in their customer service operations.

Capita, the UK's leading provider of integrated professional support services, continuously seeks innovative solutions to improve the efficiency and effectiveness of its contact centre operations. To continue its market-leading customer service initiatives and extend its competitive differentiation for one of its largest client contracts, Capita sought a solution that would enable its customer service representatives (CSRs) to better service customers, bridging together all desktop applications and tools they use for greater accessibility and simplified processes, resulting in greater customer and CSR satisfaction. Capita selected Jacada WorkSpace to improve the customer experience by creating a central interaction point for the CSR.

"Customer service excellence is a key distinguishing factor for Capita today, and our desire to cultivate the highest level of customer satisfaction for our clients is paramount," remarked Mike Minahan, Customer Services Director for Capita. "We selected Jacada WorkSpace as a customer service desktop solution in two business centres in order to provide our CSRs a central point of activity for more expedient call handling and to streamline many of the complex processes that are presently performed in numerous disparate applications."

"Capita is highly reputed as an organisation that delivers high quality service and support for its clients," commented Paul O'Callaghan, president of Jacada. "Capita is one of many companies that we have encountered in the contact centre market that has identified desktop complexity as a key customer service obstacle, and we are excited that they have chosen Jacada to address their needs for a strategic unified customer service desktop."

About Jacada
Jacada is a leading provider of customer service unified desktop and process optimisation 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 centre agent to successfully complete customer interactions. Jacada Fusion is a process optimisation solution that leverages patented technology to enable customer service centres to improve customer satisfaction and increase revenues by providing customer service representatives with more time for customer care and revenue-generating activities.

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 or at 1-800-773-9574.

Jacada Contact:
Louise Sambells
PressOffice, PR for Jacada
Tel: 0207 350 1100

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