Jacada Ltd. has announced a joint marketing agreement with BEA Systems to integrate Jacada contact center solutions built on the BEA WebLogic Platform.

"Today's marketplace requires that companies improve customer retention and profitability, which means focusing on strategies to increase service effectiveness and lower service costs in their contact centers," said Marty Robins Vice President, Partner Marketing, BEA Systems. "Jacada offers innovative contact center solutions that are designed to help leverage the performance and scalability of the BEA WebLogic Platform. Working together, we have the opportunity to deliver solutions that can help provide a significant impact on call center productivity and customer satisfaction".

"Contact center initiatives must not only extend and leverage investments, but also provide flexibility for future projects and enable adoption of newer technologies." according to Sheryl Kingstone, industry analyst for Yankee Group. "A new generation of contact center solutions, based on open architectures, will help contact centers be more agile, provide a consistent customer experience, and be optimized for improved performance. This partnership between Jacada and BEA demonstrates that the market now sees the significant value that open architectures can provide the contact center."

Jacada provides software solutions developed and deployed on the BEA WebLogic Platform that are designed to rapidly and dramatically improve the efficiency and effectiveness of contact center operations. Jacada WorkSpace is a unified desktop for customer service representatives, that can provide a single point of access to mission-critical applications and contact center tools required by the agent to effectively complete a customer interaction. Jacada WorkSpace represents the next generation of contact center desktops, using state-of-the-art thin client technology to deliver an interaction hub that integrates all tools and channels of communications with the customer.

Jacada WorkSpace is powered by the Jacada Fusion non-invasive integration platform that is designed to work with any existing business application to automate processes and improve workflows, without requiring any change to existing applications.

"The signing of this joint marketing agreement marks a new and exciting time in our partnership with BEA," said Russ Duffey, vice president of business development at Jacada. "Combining the powerful service-oriented architecture (SOA) of BEA WebLogic with the Jacada software has created an industry leading contact center agent productivity solution. We are helping our joint customers achieve real results in their contact centers by helping them to optimize processes, boost productivity and performance and enhance the overall customer experience."