West Corporation Selects Jacada Fusion to Improve Contact Center Productivity

ATLANTA, GA -Jacada Ltd., a leader in software solutions that accelerate business improvement, today announced that West Corporation, the nation’s premier provider of outsourced communication solutions, has selected Jacada Fusion to provide its contact center agents with a simplified user interaction when dealing with certain applications.

West Corporation provides outsourced communications solutions for Fortune 1000 companies. West employs 27,000 people located in North America, Europe and Asia, and processes more than 20 billion minutes of telephony-related transactions annually. West’s customers represent a wide range of industries including telecommunications, financial services, healthcare, pharmaceutical, insurance, utility, consumer goods, and e-commerce.

In order to provide clients with outsourced customer care, customer acquisition, and collection services, West’s contact center agents utilize a range of applications across a variety of computing platforms. To help address this issue, West has selected Jacada Fusion to simplify how its agents access and manage the data housed in its clients’ systems. Jacada Fusion will allow West to streamline certain business processes without modifying its clients’ underlying applications.

“Jacada Fusion helps us integrate our industry-leading applications with those of our clients,” said John Sanley, executive vice president of West Corporation. “The technology supports our ability to improve call handling times and customer satisfaction levels.”

“Jacada is very pleased that West has chosen our software to achieve a simplified user interface and reduce agent training times,” said David Holmes, executive vice president at Jacada. “The myriad of systems that support various processes within a business today can be daunting. Jacada Fusion provides a non-invasive approach for ‘fusing’ any style of application – Windows, Web or Host – to deliver a simplified user interaction that eliminates the need to navigate between multiple applications.”

About West Corporation
West Corporation is a leading provider of outsourced communication solutions to many of the world’s largest companies. The company helps its clients communicate effectively, maximize the value of their customer relationships and drive greater revenue from each transaction. West’s integrated suite of customized solutions includes customer acquisition, customer care and retention services, interactive voice response services, conferencing and accounts receivable management services. Founded in 1986 and headquartered in Omaha, Nebraska, West has a team of approximately 27,000 employees based in North America, Europe and Asia. For more information, please visit www.west.com.

About Jacada Fusion
Jacada Fusion delivers ‘The Perfect Interaction’ between people, processes and information, and eliminates the problems that arise from maintaining multiple complex applications that a company may or may not own, such as corporate-wide CRM systems, in-house developed programs, and those inherited through acquisition. Jacada Fusion rapidly improves business processes without rewriting or replacing the underlying applications, thus achieving significant payback and performance results.

About Jacada
Jacada Ltd. provides software solutions for accelerating business improvement. A recognized leader in integration technology, Jacada solutions help customers simplify and rapidly improve high-value business processes without the need to replace or re-write existing business systems. Jacada has over 1200 customers worldwide including major corporations and government organizations such as AAA Mid-Atlantic, AIT Worldwide Logistics, Bank of America, Caterpillar, Delta Air Lines, The Hartford, Lillian Vernon, the U.S. Navy, Porsche Cars North America, Prudential, Raytheon, and the US Department of Interior. 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.

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