Jacada Insight Delivers Advanced Analytics for Contact Center Market

Jacada Ltd. (Nasdaq: JCDA), a leading provider of customer experience management and process optimization solutions for customer service operations, today announced the general availability of a new product, Jacada® Insight, which enables companies to understand and improve customer experience across all contact channels.

Jacada Insight provides significant value to call center management by combining the valuable data that is collected by Jacada desktop unification technology with data traditionally found in CTI, PBX, and IVR/ACD systems. Jacada Insight also provides the company’s unified desktop customers with a full set of business intelligence tools.

Designed as a strategic analytics and modeling solution for customer contact centers in any industry, Jacada Insight provides contact center managers and supervisors with advanced metrics, delivered in real time, which allow them to see root causes of key challenges and more easily differentiate between the challenges that are agent performance-related versus process-related.

“Jacada is very pleased to present our customers with a solution that combines our proven unified desktop expertise with industry-leading analytics and business intelligence tools,” said Tom Clear, chief executive officer at Jacada. “Jacada Insight extends our commitment to deliver customer experience solutions that drive profitability and satisfaction.”

Richard Stern, SVP of global marketing and product at Jacada, adds: “Jacada Insight is a unique solution that centers in on first call resolution and agent solve rate, which are key areas of focus for call center analytics and have a direct correlation to a positive customer experience. This product showcases our ability as a technology innovator to address real-world customer needs.”

Jacada Insight can be configured as needed with multi-dimensional analysis and reporting. The product is also available with CTI enablement and integration toolkit components as required for specific environments.

About Jacada

Jacada provides solutions that optimize and improve the effectiveness of customer interactions. Jacada unified desktop and process optimization solutions help companies reduce the cost of their operations, drive customer satisfaction and provide a complete return on investment in as little as 12 months after deployment. Founded in 1990, Jacada operates globally with offices in Atlanta, USA; Herzliya, Israel; London, England; Munich, Germany; and Stockholm, Sweden. More information is available at www.jacada.com, www.jacada.com/blog, www.jacada.com/facebook and www.jacada.com/twitter.

This news release may contain forward-looking statements as that term is defined in the Private Securities Litigation Reform Act of 1995. 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. Jacada is a trademark of Jacada Inc. All other brands or product names are trademarks of their respective owners.