Jacada Announces that Cox Communications has Selected Jacada Fusion Agent Portal

  • Company signs enterprise agreement to deploy agent productivity solution across contact centers
Jacada Ltd. (Nasdaq: JCDA), a leader in contact center productivity solutions, today announced that it has entered into an enterprise license agreement with Cox Communications, the third largest communications company in the United States. The agreement includes an enterprise license for Jacada Fusion Agent Portal, a new contact center desktop solution from Jacada.

A full-service broadband telecommunications and video service provider, Cox Communications was among the first cable operators to enter the telephony market and begin offering consumers a bundle of video, Internet and telephony services on one bill. With an intense focus on excellence in customer service and enhancing employee satisfaction, Cox Communications' selection of Jacada Fusion Agent Portal is a key part of an enterprise initiative designed to maximize the customer service representative's (CSR) work experience by providing a simplified desktop.

Jacada Fusion Agent Portal boosts agent satisfaction and productivity by simplifying the desktop environment and providing advanced tools that automate cumbersome processes. By improving agent satisfaction and performance, Jacada Fusion Agent Portal subsequently improves customer experience and customer retention. Jacada Fusion Agent Portal is powered by the Jacada Fusion non-invasive integration platform that works with existing business applications to automate processes and improve workflows, without requiring any change to existing applications.

"Our key goals for this project focus on satisfaction levels among our CSRs," said Keith Lindsay, Director, Customer Care Application Development, at Cox Communications. "By delivering an intuitive, customizable desktop environment, our CSRs will have the resources they need to deliver superior customer service to our customers."

Jacada Fusion Agent Portal provides advanced tools that simplify tasks for the CSR, reduce new hire training time, reduce keystroke errors, automate workflows and automate redundant processes. A dynamic scripting environment provides guided navigation for agents, and 'in-call intelligence' helps automate tasks such as call disposition and call wrap-up.

"Ultimately, Jacada Fusion Agent Portal will assist us in streamlining many of our contact center processes," states Lindsay. The open, standards-based architecture, together with the fact that the Jacada Fusion platform can work with any of Cox's existing applications, non-invasively were key to the selection of the Jacada Fusion platform.

"Companies like Cox Communications recognize the critical link between agent satisfaction, and the satisfaction level of their customers," said David Holmes, Jacada executive vice president. "We are excited that Jacada Fusion Agent Portal is being received so favorably by some of the leading customer service organizations in the industry."

About Jacada
Jacada solutions help customers rapidly simplify and improve high-value business processes while eliminating the traditional long and expensive systems replacement projects. Jacada Fusion is an award-winning agent productivity solution containing patented technology that enables organizations to reduce customer churn as well as increase revenues by providing more time for customer care and revenue-generating activities. Jacada Fusion Agent Portal delivers a simplified interaction to dramatically improve the efficiency of the agent and the experience of the customer.

By significantly reducing call handle times and training costs, Jacada Fusion solutions deliver hard ROI, with payback achieved in months. Jacada solutions are deployed in hundreds of contact centers 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 organizations. Founded in 1990, Jacada operates globally with offices in Atlanta, Georgia; Herzliya, Israel; and London, England. 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.

For more information please visit www.jacada.com or contact:
Duncan Burford
PR for Jacada
Tel: 01780 721433
E-mail: dburford@iba-europe.com

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