Jacada Ltd., a leading provider of unified desktop and process optimization solutions for customer service operations, has announced that it has entered into a material agreement with Harrah's Operating Company, Inc.

Casino-entertainment resort providers rely on superior customer service to drive customer loyalty and to gain a competitive advantage. In order to build on a history of excellent customer service, Harrah's searched for solutions to further simplify and automate the customer service desktop for its customer service agents. After completing significant due diligence, including head-to-head pilots involving competing solution providers, Jacada was selected to implement a unified service desktop to simplify and automate the operations within Harrah's contact centers.

"Jacada is proud to partner with a company who represents one of the world's most recognizable brands," stated Paul O'Callaghan, president of Jacada. Using the Jacada unified service desktop, Harrah's customer service agents will be able to provide customers an enhanced service experience by providing a more comprehensive and timely view of available properties and services. Using the non-invasive application integration capabilities of the Jacada solution, the new unified service desktop will be delivered without having to modify or replace any of the existing business systems.

"Consumer driven organizations and industries across a wide business spectrum are rapidly realizing that simplifying the interaction between its customer service agents and its clients not only improves customer satisfaction and loyalty, but opens the door to dramatically increased profitability and market share," said Joe Horne, vice president of Americas sales for Jacada. "Harrah's is wisely making the reservations process easier for both agents and customers, which will continue to enhance customer loyalty by reducing call time and improving the success rate of up-sell and cross-sell programs."

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 has more than 1,200 customers and operates globally with offices in Atlanta, Georgia; Herzliya, Israel; London, England and Munich, Germany. Revenue from the contract with Harrah's will be recognized in future quarters. For further information and to contact the company Jacada.