Avaya and Jacada forge partnership.

Unified desktop and process optimization solutions provider Jacada Ltd. has announced it has signed a joint marketing agreement with Avaya. Under the terms of the agreement, Avaya Consulting and Systems Integration and Jacada will jointly market and deliver Jacada customer service solutions globally.

The escalating number of applications used nowadays by call center agents means increased log-in time (having to enter user names and passwords multiple times, several times a day), increased training, inefficiency and a higher propensity for user errors. Jacada's WorkSpace solution simplifies an agent's desktop by providing a single, easy-to-use interface to the applications and contact center tools required to complete a customer interaction. Jacada WorkSpace is powered by Jacada Fusion, a process optimization platform that improves workflow across a company's existing business applications.

"From Jacada's perspective, this is a huge win for us," said David Holmes, EVP of Global Marketing for Jacada. "This agreement goes well and beyond the typical partner agreement. We are jointly marketing and delivering our contact center solutions. We're investing a lot on both sides to cross-train and promote the solutions to our joint target market. Avaya is opening a lot of doors we would not be able to otherwise open ourselves. From a go-to-market perspective, we have every reason to believe it's going to accelerate our path to the marketplace. We've been selling directly. There's only so many customers you can address with a handful of sales and services people. This instantly expands the scope of our marketplace. We have huge expectations internally for what this is going to mean for our business."

Said Brian Carmichael, global contact center practice lead, consulting and systems integration (CSI), for Avaya Global Services, "My team has done a whole suite of traditional contact center consulting services. With so many applications running on the desktop, there is a lack of integration. We're looking at this as a big opportunity to help grow our businesses and help our customers."

www.jacada.com and www.avaya.com

By Tracey E. Schelmetic, Editorial Director, Customer Interaction Solutions