Embratel Selects Jacada for Unified
Customer Service Desktop
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New Single View will Reduce Call Times and Improve the Customer Experience
London, UK and São Paulo, Brazil - September 6, 2006 - Jacada
Ltd. (Nasdaq: JCDA), a leading provider of unified desktop and process
optimisation solutions for customer service operations, today announced
that Embratel, one of the largest telecom companies in Latin America,
has selected Jacada to help unify its customer service desktop to
reduce call times and improve the customer experience.
Like most large communications service providers, the Embratel customer
service environment is complex. Business growth through mergers and
acquisitions and new product offerings has resulted in a broad set of
diverse business applications that the customer service representative
must navigate through to service the customer. This desktop complexity
creates a challenging environment for the customer service
representative.
To continue its tradition of customer service excellence, Embratel
needed to find a solution to unify the customer service desktop to
simplify the operations. Embratel conducted a thorough bid process to
identify and evaluate solutions. The key requirements for the project
included a quick time-to-market delivery capability, a reduction in
call handle time, and a thin client (browser-based) solution that would
not require significant additional investments in desktop hardware and
software.
After careful review, Embratel selected Jacada Fusion, a non-invasive
process optimisation solution from Jacada. Jacada submitted the
proposal with 3CON (Consultoria e Sistemas), a Jacada channel partner
in Brazil.
The initial project will support more than 1,500 customer service agents.
“This is a very important initiative for Embratel,” states Eduardo
Elias Mattar, from Embratel. “There are more than 30 business
applications involved in this project. A non-invasive approach was key
to making the unified customer service desktop a reality, and Jacada’s
contact centre experience gave us the confidence that we would meet or
exceed our project goals.”
“In the communication service provider market, customer service is the
key to winning new customers and stemming customer attrition,” says
Paul O’Callaghan, President of Jacada Ltd. “By delivering a
unified customer service desktop, companies are improving the customer
experience while reducing operating costs. We are proud to have
Embratel join a growing list of communication service providers that
have selected Jacada as their customer service platform of choice.”
About Embratel
Embratel is the premium telecommunications provider in Brazil, offering
many different services such as local and long distance calls, advanced
voice service, high-speed data communication, Internet access, data
communication using satellites and corporate network. The company is a
leader in data communication and Internet access in Brazil, with a top
position to operate end-to-end networks in Latin America. Embratel
fibre optic network has 29 thousand kilometres of optic cables,
representing around 1 million and sixty nine thousand kilometres of
optic fibre.
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.
For more information please visit www.jacada.com or contact:
Louise Sambells
PressOffice – PR for Jacada
Tel: 01780 721433
E-mail:lsambells.pressoffice@targetwire.com
This press release contains "forward-looking statements" within the
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as statements relating to future financial results and plans for future
business development activities, and are prospective. These statements
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consists of those regarding intent, belief or current expectations of
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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
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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
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