Jacada
Encyclopedia
Jacada is a software and services company which provides unified desktop and process optimization
software solutions for the customer service
and support market. Jacada (NASDAQ: JCDA), founded by Gideon Hollander, was incorporated under the laws of the State of Israel in December 1990 as a limited liability company.
Jacada Fusion, introduced in May 2004, is a (patent pending) non-invasive process optimization platform that automates navigation across, and access to, any style of business system.
s.
In 1997 the company introduced its first Java-based web-to-host product branded "Jacada". In 1999, Jacada changed the company name from Client/Server Technology Ltd. to Jacada Ltd. Jacada went public in October 1999, and its shares are traded on Nasdaq under the symbol "JCDA."
For eight years, Jacada was a leader in the Programmatic Integration market, as defined by Gartner's Magic Quadrants. In 2004, Jacada identified an opportunity to help companies improve their call center operations. Jacada rebranded the non-invasive integration suite as Jacada Fusion, and began to focus on the call center market. Jacada introduced Jacada WorkSpace in September 2005 after recognizing the need for a built-for-purpose desktop solution for call centers.
The combination of non-invasive middleware (Jacada Fusion), with the built-for-purpose customer service desktop (Jacada WorkSpace) has defined a new market for call center solutions, now commonly referred to as the unified agent desktop market.
In January 2008 Jacada sold its "legacy" business to Software AG
for $26 million in cash. This transaction included the intellectual property and related customer contracts associated with the Jacada "legacy" products [Terminal Emulator, Jacada Studio, Jacada Innovator, Jacada Interface Server and Jacada Integrator]. Under the terms of the transaction, Jacada retained the right to develop, market, sell and support Jacada Interface Server and Jacada HostFuse in support of its call center solutions business.
Process optimization
Process optimization is the discipline of adjusting a process so as to optimize some specified set of parameters without violating some constraint. The most common goals are minimizing cost, maximizing throughput, and/or efficiency...
software solutions for the customer service
Customer service
Customer service is the provision of service to customers before, during and after a purchase.According to Turban et al. , “Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer...
and support market. Jacada (NASDAQ: JCDA), founded by Gideon Hollander, was incorporated under the laws of the State of Israel in December 1990 as a limited liability company.
Current status
Jacada is headquartered in Atlanta, Georgia, and operates globally with offices in the Americas, Europe, Middle East and Nordic regions.Technology Products
Jacada WorkSpace, introduced in September 2005, is a product for customer service representatives (CSRs or agents) to simplify and automate tasks, and provides a single point of access to applications and call center tools required to effectively complete a customer interaction.Jacada Fusion, introduced in May 2004, is a (patent pending) non-invasive process optimization platform that automates navigation across, and access to, any style of business system.
Services
Jacada provides professional services, which include training, consulting, development, support and maintenance services.Industries Served
Jacada solutions are found in a wide variety of industries, including communications and financial services markets as well as the retail, hospitality/gaming, and utilities segments. Jacada focuses on the insurance, utilities and telecommunications markets. Typical users of the Jacada Fusion or Jacada WorkSpace products and services are medium to large businesses with inbound contact centers that typically have in excess of 100 customer service representatives.History
Jacada was founded in 1990 under the company name Client/Server Technology. The original vision of the company was to help organizations leverage and re-use their significant investments in legacy systemLegacy system
A legacy system is an old method, technology, computer system, or application program that continues to be used, typically because it still functions for the users' needs, even though newer technology or more efficient methods of performing a task are now available...
s.
In 1997 the company introduced its first Java-based web-to-host product branded "Jacada". In 1999, Jacada changed the company name from Client/Server Technology Ltd. to Jacada Ltd. Jacada went public in October 1999, and its shares are traded on Nasdaq under the symbol "JCDA."
For eight years, Jacada was a leader in the Programmatic Integration market, as defined by Gartner's Magic Quadrants. In 2004, Jacada identified an opportunity to help companies improve their call center operations. Jacada rebranded the non-invasive integration suite as Jacada Fusion, and began to focus on the call center market. Jacada introduced Jacada WorkSpace in September 2005 after recognizing the need for a built-for-purpose desktop solution for call centers.
The combination of non-invasive middleware (Jacada Fusion), with the built-for-purpose customer service desktop (Jacada WorkSpace) has defined a new market for call center solutions, now commonly referred to as the unified agent desktop market.
In January 2008 Jacada sold its "legacy" business to Software AG
Software AG
Founded in 1969, Software AG is an enterprise software company with over 10,000 enterprise customers in over 70 countries. The company is the second largest software vendor in Germany, the fourth in Europe and among the top 25 globally...
for $26 million in cash. This transaction included the intellectual property and related customer contracts associated with the Jacada "legacy" products [Terminal Emulator, Jacada Studio, Jacada Innovator, Jacada Interface Server and Jacada Integrator]. Under the terms of the transaction, Jacada retained the right to develop, market, sell and support Jacada Interface Server and Jacada HostFuse in support of its call center solutions business.
Awards
Jacada has received the following awards:- Customer Service Innovation Award – Global Telecoms Business
- InfoWorld 100 Award – InfoWorld Magazine
- Top 40 Innovator – Technology Association of Georgia
- 2006 Product of the Year – Call Center Magazine
- 2006 Product of the Year – Customer Interaction Solutions