Jacada Ltd. (Nasdaq: JCDA), a leading provider of unified
desktop and process optimization solutions, and O2, the leading
provider of mobile services to consumers and businesses in the UK,
were recognized at the prestigious Global Telecoms Business Awards
by winning the Consumer Service Innovation Award. The GTB
Innovation Awards honor innovative projects involving telecoms
operators and service providers around the world.
The award, judged by leading figures from the global telecoms
industry, acknowledges the impact O2�s Synergy unified desktop
project has had on the quality of interaction with its 18.7 million
customers who contact its Pay & Go and Pay Monthly customer
service centers. As O2 has grown, a multitude of information
systems in its call centers have been deployed in order to help O2
customers make the best of an increasingly wide choice of products.
Synergy provides O2 with a simplified, automated desktop that
presents an intelligent view of all customer data and the processes
required to support various call types into the Pay & Go team.
This has significantly improved advisor efficiency and, most
importantly, the customer experience, as advisors are able to focus
more on customers� needs and less on systems.
�We were impressed by the quality and number of nominations this
year � the most we have ever had � so it was a special triumph to
be one of the winners this year. This was an outstanding project
and well deserves its award,� said Alan Burkitt-Gray, editor of
Global Telecoms Business.
O2 and Jacada used an innovative agile development method to
implement the solution quickly, with the first release deployed in
three months. The solution presented a unified desktop to the
advisors, allowing real time access to the existing systems through
a simple and effective presentation layer. The simple presentation
layer has improved advisor efficiency and has improved the customer
experience.
�We are delighted to win this award and thrilled that our
efforts in the transformation team to provide our customers with a
seamless experience, regardless of the products and services they
have, has been acknowledged,� said Cheryl Black, O2�s customer
service director in the UK. �It�s crucial that our customer service
advisors are able to put all their focus on a customer�s needs.
This innovative Jacada solution is helping us achieve our goal of
maintaining world class customer satisfaction levels and turning
more and more of our people and customers into big fans of O2.�
�We are pleased that we have helped O2 to win this award and the
Synergy project has been recognized by the industry,� said Guy
Tweedale, senior vice president of European operations for Jacada.
�Not only are O2�s customers getting a better level of service as
advisors are better able to put all their focus on customers�
needs, but O2 is also enjoying significant cost savings that will
extend even further as the project continues to roll out. This is a
great proof point for Jacada and our Workspace and Fusion
products.�
About the Global Telecoms Business Innovation Awards
Global Telecoms Business magazine, which is read by the industry
leaders in the telecommunications industry worldwide, was founded
15 years ago. The magazine is part of the Euromoney Institutional
Investor plc group. The Global Telecoms Business Innovation Awards
were first presented in 2007.
About 350 leaders of the industry from around the world attended
the 2009 ceremony at the Sheraton Park Lane Hotel in London on the
evening of Tuesday, June 16, 2009. Earlier in the day many of them
also took part in the GTB Innovation Summit, discussing IP
innovation in a world of IP transformation.
For details of the afternoon Summit, which was held especially
for the industry leaders who were also invited to the Awards, see
www.globaltelecomsbusiness.com/awards2009. Guests at the ceremony
included chief executive officers, chief technology officers and
other leaders from operators and vendors throughout the world,
including Europe, China, Africa, India, Russia, North and South
America, and the Pacific.
Hundreds of nominations for the industry�s innovative projects
were received from the readers of Global Telecoms Business since
early in 2009. The winners, as selected by the judging panel,
represent the most innovative projects in the industry worldwide in
five key categories:
1: Fixed network infrastructure innovation
2: Wireless network infrastructure innovation
3: Wholesale service innovation
4: Business service innovation
5: Consumer service innovation
Awards went to projects in each category, with each project �
wherever possible � represented by a telecoms service provider and
one or more suppliers. In addition, there are three editor�s
awards, one for a company, one for an industry association, and one
for an individual, for their own contributions to the telecoms
business.
The Global Telecoms Business Innovation Awards 2009 and the
Global Telecoms Business Innovation Summit were sponsored by
Juniper Networks and Hewlett-Packard. The sponsors played no part
in the selection of nominations or the final judging process. A
full report of this year�s Awards will be published in the
July-August 2009 issue of Global Telecoms Business.
About O2
Telef�nica O2 UK Limited is a leading communications company for
consumers and businesses in the UK, with 20.8 million mobile
customers and over 404,000 fixed broadband customers as at March
31, 2009.
Telef�nica O2 UK Limited is part of Telef�nica Europe plc which
is a business division of Telef�nica S.A. and which owns O2 in the
UK, Ireland, Slovakia, Germany and the Czech Republic, and has 46
million customers. In 2006 Telef�nica Europe acquired Be*, the UK
fixed broadband provider, and in October 2007 O2 launched its
broadband service using the Be* network. O2 is the naming rights
partner of The O2, the world-class entertainment venue.
O2 was ranked highest in customer satisfaction for both UK
mobile and fixed broadband customers according to the J.D. Power
and Associates UK Mobile and Fixed Broadband Studies 2009. In
February 2009, O2 became the first UK mobile operator to be
officially certified with the Carbon Trust Standard in recognition
of O2�s commitment to reduce its carbon footprint and the 15%
reduction in energy consumption achieved over the past three
years.
O2 was launched on May 1, 2002 and now has more customers than
any other UK mobile network. O2�s UK mobile network covers 99% of
the UK�s population. O2�s 3G network covers over 80% of the UK
population and is fully HSDPA-enabled, providing speeds of up to
3.6 Mbps for customers with an HSDPA-enabled device.
Telef�nica Europe also owns 50% of the Tesco Mobile and Tchibo
Mobilfunk joint venture businesses in the UK and Germany. For
further press information about O2, go to
http://mediacentre.o2.co.uk.
About Jacada
Jacada is a leading global provider of unified service desktop
and process optimization solutions that simplify and automate
customer service processes. By bridging disconnected systems into a
single, intelligent workspace, Jacada solutions create greater
operational efficiency and increase agent and customer
satisfaction. Founded in 1990, Jacada operates globally with
offices in London; Munich; Atlanta, Georgia; and Herzliya, Israel.
Jacada can be reached at www.jacada.com.
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.
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