Jacada Fusion 3.0 Delivers Enhancements to Optimise Employee Productivity and Operational Intelligence
New technology automates business processes at the desktop, helps enforce procedures and detects fraud
ATLANTA – April 11, 2006 – Jacada Ltd. (Nasdaq: JCDA), a leading software provider of contact centre productivity solutions, today announced a significant new release of its leading process optimisation platform. With release 3.0 of Jacada Fusion, the company augments its non-invasive integration solution with new functionality called Desktop Automation, which automates business processes on the desktop, improving user interactions with business applications and providing real-time business intelligence.
From a technical perspective, Desktop Automation provides development and runtime facilities for monitoring a user’s interactions with any type and number of business applications, capturing and publishing events triggered as a result of the user interaction, and responding to them either synchronously or asynchronously via server-side event orchestration. Desktop Automation also automates complex or repetitive navigational sequences, automates the population of data into application fields, and can force and monitor desktop behavior.
"We are seeing a growing interest in products that can quickly and cost-effectively re-use the enormous investment in legacy business applications," states Dale Vecchio, research vice president at Gartner. "The definition of legacy traditionally associated with mainframe systems has grown to include any style of application that is in place today and represents business function. Products that can leverage these business processes without replacing or re-writing these legacy environments, promise to deliver some immediate benefits for the business."
A valuable business application of Desktop Automation is internal governance, including fraud detection and adherence, and compliance enforcement. Using the new Desktop Automation functionality, Jacada Fusion monitors how applications are being used on the desktop and can drive user behavior and enforce and monitor compliance with business practices and processes.
In early customer implementations of the Jacada Fusion Desktop Automation feature, companies are experiencing significant returns on investment:
- A large contact centre outsourcer is utilising Desktop Automation to detect fraud and enforce compliance. While tracking the customer service representative's interactions with business applications, the outsourcer has set up alerts to be posted in real-time when processes have not been followed or information has been entered in the systems beyond set guidelines (such as offering a product below the allotted discount range).
- A leading telecommunications company is utilising Desktop Automation to help customer service representatives sell bundled services to its customers. To sell voice, data and video services to a customer requires navigating and updating several different, un-integrated applications with the same customer data. Jacada Fusion Desktop Automation has significantly reduced the time and effort required to complete this transaction, resulting in decreased entry errors and interaction costs.
“With Jacada Fusion 3.0, companies gain a significant advantage to drive down costs and improve revenues by eliminating much of the inefficiencies related to complex navigation and data entry across disparate applications,” commented David Holmes executive vice president of Jacada. “And management gains unprecedented access to real-time data associated with desktop workflow and processes to ensure rules and regulations are being followed and that interactions with systems and customers are being optimised.” 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 centre 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.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. ### Jacada Contacts:
770-352-1310 ext 383
IBA, PR for Jacada UK
01780 721 433
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