London, UK €“ January 11, 2007 €“ Jacada Ltd. (Nasdaq: JCDA), a leading provider of unified desktop and process optimisation solutions for customer service operations, today announced that Lillian Vernon, a 54-year-old national catalogue and online retailer that markets gift, household, children's and fashion accessory products, has selected Jacada WorkSpace as its standardised unified agent desktop for its customer service operations.

 

€œOur customer service centre agents are the frontline to our customers, and it is imperative each experience is outstanding,€ commented Mike Muoio, CEO for Lillian Vernon.  €œWe are standardising on Jacada WorkSpace as our unified desktop to create greater operational efficiency, increase agent and customer satisfaction and reduce agent training times, which is critical during our peak seasons.€ Instead of having to locate customer data in multiple systems, using Jacada WorkSpace, all relevant data can be automatically displayed when and as the agent needs it, significantly reducing the amount of time it takes to navigate through complex customer interaction processes.€

 

Jacada WorkSpace, using non-invasive integration methods, will unify many unlinked processes into a single, intelligent desktop for each of the 500 Lillian Vernon agent desktop environments. €œA principal requirement for this project was a rapid return on investment (ROI), and Jacada€™s non-invasive approach will help us circumvent any major IT infrastructure overhauls,€ remarked Mike Muoio. €œWe are confident that the implementation of Jacada WorkSpace will enable us to achieve a payback within 12 months of deployment.€

 

€œConsumer expectations are at an all-time high €“ especially when it comes to retailers,€ remarked Paul O€™Callaghan, president of Jacada. €œLillian Vernon is at the forefront of retail organisations, recognising the tremendous positive impact that a unified desktop solution like Jacada WorkSpace can have on customer service operations. We are pleased to see progressive customer service organisations like Lillian Vernon standardising on Jacada Workspace as their de-facto unified customer service desktop.€

About Lillian Vernon

Lillian Vernon Corporation is an American catalog merchant and online retailer that sells household, organisational, children's and fashion accessory products. A pioneer in customised merchandise, Lillian Vernon offers 14 different kinds of personalisation and personalises 5.3 million products a year. In business since 1952, they publish three catalog titles: Lillian Vernon, Lilly's Kids and The Big Sale Catalog. Lillian Vernon's corporate headquarters are located in Virginia Beach, Virginia.


 

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