Jacada and O2 Win Global Telecoms Business Award for “Consumer Service Innovation”

Business Wire, June 25, 2009

Partnership recognized by judges for innovative approach to improving customer experience and retention

ATLANTA -- 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