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Company Description

Contact Info

11 Shenkar Street

PO Box 12175

Herzliya, 46725

Israel

Phone: 972 9 952 5900

Fax: 972 9 952 5959

Jacada Ltd. develops, markets, and supports customer experience management and process optimization solutions that automate customer service processes. Products and Technology Jacada WorkSpace Agent Desktop: Jacada WorkSpace Agent Desktop is a built for purpose solution that unifies customer interaction tools and provides a single access point to all the mission-critical applications required by the customer service representatives to complete a customer interaction. Jacada WorkSpace Agent Desktop delivers a range of capabilities that enable companies to implement optimal contact center processes and maximize customer service representative productivity. Jacada WorkSpace Agent Desktop eliminates the inefficiency of a desktop maze by providing an agent with a single interface to access the multitude of disparate systems and resources needed to perform job. In addition, by using dynamic, role-based desktop controls, Jacada WorkSpace Agent Desktop enables companies to transform product-specific or function-specific agents to ‘universal’ agents, maximizing agent productivity and reducing operational costs. Jacada Mobile Agent: Jacada Mobile Agent enables end users to engage in a mobile self-service session through a smart phone application which visually maps out the steps of the customer service interaction. This visual interaction, or Visual IVR, has full support for data entry and sophisticated self-service capabilities, including being able to proactively mine knowledge bases for information and retrieve or update customer information in real time. Jacada Advisor: Jacada Advisor helps call centers improve customer service by providing real-time agent guidance, simplifying applications and automating redundant or repetitive tasks. Jacada Advisor works by capturing processes performed on an application and then automating all or parts of the process. Jacada Integration and Automation: Jacada Integration and Automation is a non-invasive integration solution that allows companies to Web-enable and integrate their Microsoft Windows client/server and Web-based applications without modifying or changing anything in the existing application. Jacada Integration and Automation can work with most graphic user interface technologies (Web and Windows based), which enables it to automate most Windows/Web applications. Jacada Agent Scripting: Jacada Agent Scripting guides the customer service agent through an optimized interaction with the customer. A typical contact center interaction contains elements of ‘guidance language’ presented to the agent as a best practice suggestion regarding how to answer the customer's inquiry, mandatory language that must be read for compliance reasons, business rules to determine what the agent may offer or do next, and workflow between these steps to ensure that all necessary information is gathered and presented to the customer. Jacada HostFuse: Jacada HostFuse is a software solution for integrating core host-centric business systems, including the data and processes in those systems, with multiple packaged applications, frameworks and client environments. Users of Jacada HostFuse enjoy the benefits of on-line, real-time integration with back-office applications without rewriting any of their existing systems. Jacada Interface Server: Jacada Interface Server generates graphical user interfaces for mainframe and midrange software applications without requiring any change to the host applications. By generating Java or HTML graphical interfaces, Jacada Interface Server enables its customers to extend their host-centric applications and data to the Internet and their intranets without rewriting these applications. Professional Services The company’s professional services include training, consulting services (which include installation, implementation, integration and customization of its solutions), solution support and maintenance services and product support and maintenance services. The company provides its direct customers and its partners with professional services to assist them with installing, integrating, implementing and customizing its products into the customers’ systems, and with managing and enhancing their utilization of its products on an ongoing basis. The company also provides customer and partner training services to assist its customers and partners in learning how to use its products with coursework related to various aspects of its products. Product support and maintenance services are provided to its customers through agreements under which the company provides technical support to its software products by telephone, fax, email and the Internet and provide updates, upgrades and fixes to its software products. In addition, the company offers its customers solution support and maintenance services which include support and maintenance services for its products and the work product deliverables that were provided as part of its professional services. Markets The company’s principal markets are North America and Europe. Customers The company’s customers include end users to whom it sells its products and services directly, system integrators, partners, distributors and other intermediaries who resell its products to end users, and end users who purchase its products from such distributors and other intermediaries. Research and Development The company’s research and development expenses were $3.5 million, as of December 31, 2012. Competition The company’s customer service and support products compete with other contact center solutions offered by vendors including OpenSpan, NICE Systems, Pega Systems, Cicero and Kana. In addition, with its new product offering, Jacada Mobile Agent, the company faces new competitors in the mobile customer service space, including Voxeo, Fonolo and Interactive Intelligence. History Jacada Ltd. was founded in 1990. The company was formerly known as Client/Server Technology Ltd. and changed its name to Jacada Ltd. in 1999.

 

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