| Type | Public NASDAQ: JCDA |
|---|---|
| Industry | Customer Service and Support Software |
| Founded | 1990 |
| Headquarters | Atlanta, GA, United States; Herzliya, Israel |
| Key people | Gideon Hollander, founder and Chairman of the Board Tom Clear, CEO Caroline Cronin, Chief Financial Officer Dan Weil, Chief Technology Officer |
| Products | Unified Desktop and Process Optimization Solutions |
| Revenue | $25.8M USD (2007) |
| Employees | 100 |
| Website | www.jacada.com |
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.
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Jacada is headquartered in Atlanta, Georgia, and operates globally with offices in the Americas, Europe, Middle East and Nordic regions.
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.
Jacada provides professional services, which include training, consulting, development, support and maintenance services.
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.
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 systems.
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."[1]
For eight years, Jacada was a leader in the Programmatic Integration market, as defined by Gartner's Magic Quadrants.[2] 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.[3]
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.[4]
In January 2008 Jacada sold its "legacy" business to Software AG for $26 million in cash.[5] 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.[6]
Jacada has received the following awards: