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Friday, October 31, 2014

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Kristen Ward

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28 months ago
Kristen Ward created a new topic eVerifile, NCS4 Partner to Improve Security at College Sports Facilities in the forums.
ATLANTA- June 19, 2012 – Several universities including Michigan State, Ohio State, Penn State, Texas A&M and Southern Mississippi will participate in a pilot program to test innovative security measures in areas including parking, concessions, merchandising and ticketing. The National Center for Spectator Sports Safety and Security (NCS4) at Southern Miss and www.eVerifile.com(EVI) collaborated with the universities to develop the pilot, which includes systems and processes to better protect college sports facilities and entertainment venues.

The Department of Homeland Security ranks stadium attacks as one of the 12 most devastating possible acts of terrorism. The pilot will help establish a workforce risk management standard for major collegiate and professional venues to improve security measures and enhance safety for the thousands of sports and entertainment fans who attend events each year.

“Protecting spectators and participants at sporting and entertainment venues is one of our highest priorities,” said Mark Wilson, president and CEO of eVerifile, which provides industry-specific solutions that help organizations improve safety and security and meet government compliance requirements.

“This partnership with the NCS4 enables us to address this important national security issue and put procedures in place to enhance safety for thousands of fans and athletes around the country.”

The universities will pilot a range of programs from eVerifile including initiatives for employee and vendor background screening, safety education and venue access through credentialing.

The pilot follows on the heels of a meeting at which several universities joined EVI and NCS4 to discuss the security issues facing these venues and the administrators that manage them. The meeting was hosted by basketball legend, Earvin Magic Johnson, at Magic Johnson Enterprises.

“The initiative to increase the safety and security of sporting venues is of the upmost importance to stadium and team owners,” Johnson said. “With my new ownership position in the Los Angeles Dodgers, I intend to champion the importance of protecting players and spectators at all types of events.”

Dr. Lou Marciani, NCS4 director, concurred.

“With millions of people attending sporting events around the world each year, we can’t afford to take stadium security lightly,” he said. “This is an issue of national importance. At NCS4 we’re committed to developing and testing strategies that will keep spectators everywhere as safe as possible.”

About The National Center for Spectator Sports Safety and Security
The University of Southern Mississippi’s National Center for Spectator Sports Safety & Security is an outgrowth of a grant initiative funded by the Mississippi Office of Homeland Security and Mississippi Emergency Management Agency. Established in 2006, NCS4’s vision it to become a valuable national resource center that demonstrates development of security infrastructure systems and processes that will model solutions supporting multiple sports venue environments. Learn more at www.ncs4.com.

About eVerifile
eVerifile, founded in 1999, specializes in understanding the unique security needs of companies in various industries. Offering services such as workforce safety and security assessments, compliance education, and credentialing, eVerifile helps companies improve their safety and security while meeting compliance requirements. Learn more at www.eVerifile.com.

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Media Contact:
Heidi Matheys
eVerifile
404-585-4453
Heidi.Matheys@e-verifile.com
Jun 19
30 months ago
Kristen Ward created a new topic Founders Retaining Majority Stake of Their Companies, According to TER in the forums.
ATLANTA, April 20, 2012 – More than half (55 percent) of companies participating in the Technology Executives Roundtable (TER) 2012 Atlanta Technology Executive Compensation Survey say company founders still have 50 percent or more equity ownership of the organizations they created.

“Founder equity ownership has been steadily increasing since 2009, when only 40 percent of company founders retained a majority stake of their organizations,” said Evan Rogoff, president of TER. “This increase may be a sign that valuations are improving and less dilution is occurring or that founders are finding creative alternatives to financing and growing their companies with less dilution. Either way, it is a big win for entrepreneurs.”

With the release of its third annual Atlanta Technology Executive Compensation Survey, TER, an association that consists of more than 100 Georgia-based CEOs, CFOs and general managers, is providing a unique service to its members and to the Georgia technology community at large. The study was underwritten by Arketi Group; ExecuLinks, Frazier & Deeter; Morris, Manning & Martin; Pritchard & Jerden; Silicon Valley Bank; and Wm. Leonard & Co.

The survey also found that overall, average base compensation among technology executive teams ranged from $218,500 for presidents to $134,306 for senior engineering (development) executives. The president and CEO positions commanded the highest average salaries in the executive suite, followed by COOs, CFOs and other executive team members. Within the executive suite, senior sales, marketing, business development and technology/development executives earned similar salaries (less than 20 percent variance).

Bonus Potential
With regard to bonus compensation, the study found target bonus potential for technology executives in 2011 ranged from an average high of $67,124 for CEOs to a low of $18,580 for senior marketing executives. Of this available 2011 bonus compensation, CEOs, senior sales executives and senior business development executives led the executive suite with $42,197, $33,397 and $30,428 of total bonus potential earned respectively.

Commission potential for sales executives averaged $99,253 at 100 percent of goal for sales executives and $60,909 of goal for business development executives.

Compensation Plans for 2012
For 2012, 60 percent of companies surveyed plan to increase base compensation. A careful analysis of individual company plans, however, reveals that 87 percent of those planning an increase will raise compensation 5 percent or less, while a mere 4.5 percent will raise compensation by 25 percent or more. Companies planning an increase changed little from 59 percent in 2011 to 60 percent in 2012, indicating increased company stability.

Executive Equity
In addition to base and bonus compensation, the survey provides information on equity ownership. For example, the study found significant differences in the fully diluted equity ownership (excluding founder’s stock) among CEOs and presidents, and other executives. On average, CEOs and presidents were granted 5.23 percent and 4.30 percent of fully diluted equity ownership. The remainder of the executive team holds equity as follows:
  • Senior business development: 3.57 percent
  • COO: 3.17 percent
  • Senior engineering/development: 2.05 percent
  • CTO: 1.86 percent
  • CFO: 1.81 percent
  • Senior sales: 1.00 percent
  • Senior marketing: 0.98 percent

Additional findings regarding stock options included:
  • CEOs currently hold the largest percentage of the overall total stock option pool at 15.23 percent, followed by presidents (14.09 percent), COOs (11.63 percent) and CFOs (7.69 percent). Senior business development executives, senior sales executives and senior development directors, averaged between 5 and 6 percent of the overall option pool.
  • Vesting periods ranged from one to five years, with a dominant 55 percent of respondents saying their vesting period was four years. After that, 25 percent of firms had a three-year vesting period, while 11 percent were at five years. Only 9 percent of firms had two years or less to vest stock options.

The survey is available exclusively to TER members and clients of TER survey sponsors. For more information on TER, visit www.ter-atlanta.com.

About the 2012 Atlanta Technology Executive Compensation Survey
The study was designed to identify executive compensation and company ownership among Atlanta technology companies during calendar year 2011. Overall, 75 public and privately-funded technology companies across a wide range of market segments, including software, hardware and services participated in the survey. Companies participating in the study were led by Software and SaaS Developers (59 percent), Technology Consulting and other professional service firms (17 percent), Internet Services (8 percent), Hardware Developers (4 percent) and others (12 percent). The majority of firms were privately funded (79 percent) with Angel funding the most common source (23 percent), in business longer than five years (71 percent) and had 2011 revenue in excess of $2 million (73 percent). Most companies had less than $25 million in revenue (85 percent), with 27 percent under $2 million and 37 percent with $2-10 million. Only seven companies (9 percent) had more than $50 million in revenue.

About Technology Executives Roundtable
Technology Executives Roundtable (TER) is an association for Georgia technology executives that provides CEOs, CFOs and general managers with the ability to maximize the value of companies through the exchange of top ideas, candid talk and a forum to share what is working, what is not and best practices to unlock business value. Monthly meetings feature speakers and panels of local and national experts covering topics such as strategic alliances, crisis management, non-conventional financing, M&A, intellectual property protection and other issues of interest to senior executives on company growth. For more information, visit www.ter-atlanta.com.

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Apr 20
32 months ago
Kristen Ward created a new topic Digital Assent Named a Top 40 Innovative Technology Company in the forums.
ATLANTA (March 12, 2012) – Digital Assent, a media and marketing company that helps patients make more educated and informed decisions at the point of care, today announced that it has once again been named one of the “Top 40 Innovative Technology Companies in Georgia” by the Technology Association of Georgia (TAG).

TAG’S Top 40 Awards recognize Georgia-based companies for their degree of innovation, the scope and financial impact of their innovations, and the effect of such innovation in promoting Georgia’s technology industry throughout the U.S. and globally. Digital Assent and the other “top 40” companies will be recognized at the 2012 Georgia Technology Summit (GTS) on March 28, 2012, at the Cobb Galleria Centre.

Digital Assent’s award-winning PatientPad® technology delivers personalized health information and advertising to consumers in doctor’s waiting rooms and at home. The company’s technology innovations center on its patent-pending healthcare advertising platform, which delivers personalized content to patients in a way that complies with today’s complex framework of privacy laws and healthcare regulations that govern patient advertising in the U.S. healthcare market.

“We are deeply honored to be recognized by TAG for our ongoing commitment to innovation,” said Tim Collins, founder and CTO of Digital Assent. “We’ve made a significant investment in our technology platform, which enables the world’s largest pharmaceutical brands to deliver engaging digital content to patients on our ruggedized, spill-proof and germ-resistant PatientPad® tablets, while simultaneously helping doctor’s offices transition from paper to electronic health records.”

“The Top 40 companies are shining examples of what makes Georgia a hotbed for innovation in technology,” said Tino Mantella, president & CEO of TAG. “Georgia is home to more than 13,000 technology companies, so we applaud the 2012 Top 40 finalists for standing out as leaders in innovation and in Georgia’s technology community. These are the types of companies that will help Georgia become recognized as one of the top states in the nation for technology.”

“This year we had a 30 percent increase in the number of applications over the past few years. We were very impressed by the quality and breadth of technology companies that applied,” said Dennis Zakas, a partner and founder of Zakas & Leonard, LLP, Chair of Group Office Buys, LLC, and chairperson of the Top 40 Selection Committee. “It was very difficult to choose the Top 40 because of the large number of deserving companies. We expect great things from our winners.”

For more information about the Top 40 awards and the Georgia Technology Summit, visit http://www.tagonline.org/georgia-technology-summit.php. Follow the conversation on Twitter through #GTS2012.

About Digital Assent LLC
Digital Assent is a fast-growing healthcare media and marketing company that helps patients make more educated and informed decisions at the point of care. The company’s award-winning PatientPad® technology delivers personalized health information and advertising to consumers in doctor’s waiting rooms and at home. Digital Assent’s rapidly growing PatientPad® network includes more than 2,500 PatientPad® tablets being used daily by thousands of patients at over 400 doctor’s offices in 40 states. For more information about Digital Assent, please visit www.DigitalAssent.com.

About The Technology Association of Georgia (TAG)
The Technology Association of Georgia (TAG) is the leading technology industry association in the state, serving more than 15,000 members and hosting over 200 events each year. TAG’s mission is to educate, promote, influence and unite Georgia’s technology community to foster an innovative and connected marketplace that stimulates and enhances a tech-based economy. The association provides members with access to networking and educational programs; recognizes and promotes Georgia’s technology leaders and companies; and advocates for legislative action that enhances the state’s economic climate for technology. For more information visit the TAG website at www.tagonline.org.

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Mar 12
Kristen Ward created a new topic Atlanta Entrepreneur Mark Wilson Acquires e-VERIFILE.com in the forums.
ATLANTA—Feb. 21, 2012—e-VERIFILE.com, a leading provider of risk assessment, administrative support and workforce solutions, today announced it has been acquired by prominent Atlanta entrepreneur Mark Wilson, along with partners, Frontier Capital, The Yucaipa Companies, Magic Johnson Enterprises and Plexus Capital.

Wilson brings more than 25 years of leadership experience in the information services industry to his role of president and CEO. As founder and CEO of Atlanta-based Ryla, a provider of value-added customer contact services, Wilson established a nationally recognized organization with more than 3,000 employees, serving Fortune 500 companies, government agencies and nonprofit organizations.

During his tenure the company received numerous national awards and Wilson earned the prestigious Ernst & Young Entrepreneur of the Year Award in 2010. Ryla was acquired in 2010.

“This investment strengthens e-VERIFILE’s ability to deliver more holistic credentialing solutions and help organizations improve their recruiting and vendor onboarding processes,” said Stephanie Wijesinghe, who will continue in her role as COO of the company. “We intend to take advantage of this exciting opportunity to invest in improvements to all aspects of our business and deliver excellent customer service while enhancing our offerings.”

e-VERIFILE offers employee screening, compliance awareness testing, access control solutions and administrative support solutions that streamline routine workforce, contractor/vendor and security management processes. It serves a number of industries, including healthcare, gaming, pharmaceutical, transportation and utilities.

The new ownership structure of the company allows for e-VERIFILE to be certified as a Minority Business Enterprise (MBE). This classification gives customers access to emerging urban and global markets, and the ability to meet certain regulatory and compliance requirements.

The financial partners in this acquisition expressed excitement about the opportunity to participate in the transaction.

“We had the first-hand experience of working with Mark as investors in his last company,” said Andrew Lindner, managing partner at Frontier Capital. “We believe in his vision and are confident his industry relationships and leadership skills can elevate e-VERIFILE’s market position and help the company achieve phenomenal growth.”

Basketball legend, Earvin “Magic” Johnson, of Magic Johnson Enterprises, added that Wilson’s leadership played a large part in Yucaipa-Johnson’s decision to invest.

“I was impressed with Mark’s ability to grow Ryla and bring jobs to the communities in which he operated,” Johnson said. “Partnering with him aligns perfectly with our fund’s goals of providing access to capital for companies supporting our corporate partners as well as serving under-served markets.”

The company will maintain its headquarters in Atlanta, Ga.

About Frontier Capital
Frontier Capital is a Charlotte based growth equity firm focused exclusively on technology enabled business services. Founded in 1999, Frontier partners with management teams that can benefit from capital to accelerate growth, fund acquisitions, or generate shareholder liquidity. We make minority and majority equity investments in high growth companies and have built an excellent track record of delivering returns to both our investors and management partners. To learn more about Frontier, please visit www.frontiercapital.com.

About The Yucaipa Companies
The Yucaipa Companies is a premier investment firm that has established a record of fostering economic value through the growth and responsible development of companies. As an investor, Yucaipa works with management to strategically reposition businesses and implement operational improvements, resulting in value creation for stakeholders, customer and employees. Since its founding in 1986, the firm has completed mergers and acquisitions valued at more than $30 billion.

About Magic Johnson Enterprises
Magic Johnson Enterprises, formed in 1987, serves as a catalyst for community and economic empowerment by making available high-quality entertainment, products and services that answer the demands of ethnically diverse urban communities. Through investment, partnership and consultation, Magic Johnson Enterprises has a portfolio of companies that strategically work together to reinforce the organization's focus on serving emerging, multicultural communities. Learn more at www.magicjohnson.com.

About Plexus Capital
Plexus Capital is a Charlotte-based private equity firm focusing on middle-market businesses across all industries. Plexus invests in profitable companies with more than $10 million of revenue requiring capital for growth, acquisitions, recapitalizations, and buyouts. With $255 million under management across two funds, Plexus has invested in more than 50 businesses since 1995.

About e-VERIFILE.com
e-VERIFILE.com specializes in developing and delivering fast, web-powered employee screening solutions and support systems for organizations all over the world, such as background checks, credit history reports, and criminal background investigations. A premier workforce management solutions provider, e-VERIFILE is a privately held company that continues to offer innovative tools and resources that minimizes the time it takes to complete everyday administrative tasks.

For more information, visit www.e-verifile.com.

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Feb 21
Kristen Ward created a new topic Customer Satisfaction and Agent Productivity Top Call Center Challenges in the forums.
ATLANTA — Feb. 14, 2012 — The barometer of dissatisfaction for consumers when calling into a contact center has been rising steadily over the last few years despite all of the tools, checks and balances implemented by organizations. Jacada CEO Gideon “Giddy” Hollander weighs in on the radio show, Business Technology News Hour, to discuss why he believes CRM is impeding call center agents from interacting with their customers more fully due to overly automated processes and complex CRM systems.

“I believe that CRM systems were not originally built to help your call center agents talk to your customers, they were built to manage the customer. Traditional CRM solutions route and re-route customers through automated processes and wind up making seemingly simple tasks into very long and drawn out processes,” said Hollander. “You could say that ultimately CRM creates expensive customer conversations.”

This is not to say that Giddy believes that CRM systems are useless or do not drive value within an enterprise. CRM systems are critical to many departments including, sales, marketing, legal, and procurement. However, for the call center agent there are many tasks and features within a CRM system that are irrelevant to their functions, which actually slows down their call process.

Call center agents need to be able to move quickly through their user interface to get to the heart of the matter for the customer. As a result of internal research, Giddy states that they have found that most of Jacada’s customers are not as concerned with the length of the call, but rather that it gets resolved.

“It’s easier to measure average handle time versus first call resolution – whether they call again or not,” Hollander said. “The shortest route an agent has to take to increase their first call resolution is far and away the primary concern of our customers. When agents have to work through a cumbersome CRM system they are wasting precious time. We believe there is a better tool for agents to use than a CRM system.”

To listen to excerpts from the Business Technology News Hour interview, click here.

About Jacada
Jacada provides solutions that optimize and improve the effectiveness of customer service interactions. Jacada agent desktop and process optimization solutions help companies reduce the cost of their operations, drive customer satisfaction and provide a complete return on investment within the first year after deployment.

Founded in 1990, Jacada operates globally with offices in Atlanta, USA; London, England; Munich, Germany; Herzliya, Israel; and Stockholm, Sweden. More information is available at www.Jacada.com.
Feb 14
33 months ago
Kristen Ward created a new topic Jacada Unveils New Product: Jacada UI for CRM in the forums.
ATLANTA — Feb. 7, 2012—Jacada, Inc., a leading global provider of call center technology designed to improve the interaction between agents and their customers, today announced the release of a new product, Jacada UI for CRM. Jacada UI for CRM is the industry’s first product designed exclusively to improve how call center agents interact with their organization’s existing CRM system. The result is an improved agent experience and increased customer satisfaction.

To better manage customer relationships, most organizations install a CRM system, which is used by every department, including the contact center. Unfortunately, the user interface (UI) of a CRM system is typically not designed for efficient customer interactions, forcing agents to tab through multiple screens and dialog boxes in order to perform cursory functions during customer interactions. This inefficiency results in increased handle times and reduced first call resolution.

Jacada UI for CRM is a user interface (UI) for CRM systems that provides all customer information in a single view, improving the efficiency with which agents handle customer calls. By delivering information when needed, in the context of the customer interaction taking place, contact centers benefits from:

• Reduced Average Handle Time
• Increased First Call Resolution
• Decreased agent training time
• Improved customer satisfaction

“CRM systems were never built to talk to the customer. In a sense, they were designed to help organizations manage the customer, not to interact with the customer,” said Gideon Hollander, co-chief executive officer of Jacada. “As a result, call centers who adopt CRMs experience an increase in Average Handle Time, contrary to what they expected. With Jacada UI for CRM, organizations can create new customer-centric views on top of these CRM systems, allowing agents to interact more effectively and efficiently with their customers, while benefiting from the power of the CRM system.”

Jacada UI for CRM leverages existing CRM investments, providing the UI and specific functionality actually needed by call center agents to more efficiently and effectively perform their tasks. With prebuilt components and integration with some of the world’s largest and most popular CRM-based applications, organizations can quickly create new UIs and processes for their customer service improvement initiatives without adding to the IT backlog.
Utilizing Jacada’s “building through clicks not code” philosophy, Jacada UI for CRM includes:

• Prebuilt widgets for most major CRM applications
• A drag-and-drop designer for building new customer-centric views
• Ability to “hot deploy” new UIs without server restarts or outages
• Workflow approval processes
• Event handling and event chaining
• Open integration standards
• Modern Rich Internet Application (RIA) controls with full AJAX support

For more information on Jacada UI for CRM and to watch a video demonstration, click here.

About Jacada
Jacada provides solutions that optimize and improve the effectiveness of customer service interactions. Jacada agent desktop and process optimization solutions help companies reduce the cost of their operations, drive customer satisfaction and provide a complete return on investment within the first year after deployment.

Founded in 1990, Jacada operates globally with offices in Atlanta, USA; London, England; Munich, Germany; Herzliya, Israel; and Stockholm, Sweden. More information is available at www.jacada.com

Contact:
A. Lee Judge, 770-776-2326
Marketing Programs Manager
ljudge@Jacada.com
Feb 07
Kristen Ward created a new topic Jacada Announces Geographic Expansion into India in the forums.
ATLANTA - Feb. 2, 2012 - Jacada Inc., a leading global provider of call center technology designed to improve the customer experience, today announced its expanding global presence and establishing of a local presence in India.

As more and more corporate and government organizations in India turn to their IT and Business departments to reduce operational costs while increasing customer satisfaction and loyalty, Jacada’s offering is an ideal fit for this fast-growing market. Based on years of experience working with India’s leading financial institution and call center customer service sectors, Jacada helps local organizations deliver top-of-the-line customer service experience to their valued customers, while reducing IT and training costs and increasing employee retention.

“We recognize the role technology and innovation play in driving economic growth and social development, and we are happy to have the opportunity to introduce innovative call center technologies that will create exceptional customer service among local Indian organizations” said Guy Yair, EVP EMEA & APAC at Jacada. “With Jacada, organizations gain a competitive advantage over others in the market that helps them respond quickly to changing business needs while allowing for continuous improvement in existing customer service processes.”

With more than 20 years of experience, Jacada is a trusted advisor to organizations, providing end-to-end customer service solutions, regional professional services and a solution-support infrastructure.

“The market in India is growing at a phenomenal pace. As local companies start to embark on customer service improvement initiatives, the timing of Jacada’s move could not be better” said Vivek Anand, Country Manager-India at Jacada. “And by having a direct presence rather than solely relying on third parties, Jacada will be able to implement and support its solutions with its world-recognized quality of service.”

Jacada’s go-to-market strategy also includes building successful partnership with local Indian Service Integrators and expanding its reach to a larger number of satisfied customers, while contributing to the growth of the IT industry in India.

About Jacada
Jacada provides solutions that optimize and improve the effectiveness of customer service interactions. Jacada agent desktop and process optimization solutions help companies reduce the cost of their operations, drive customer satisfaction and provide a complete return on investment within the first year after deployment.

Founded in 1990, Jacada operates globally with offices in Atlanta, USA; London, England; Munich, Germany; Herzliya, Israel; and Stockholm, Sweden. More information is available at www.Jacada.com.

Contact:
Gali Kovacs
Marketing Director, EMEA & APAC
gkovacs@jacada.com
Feb 02
Kristen Ward created a new topic Jacada Receives Customer Interaction Solutions® Magazine’s 2011 Product of in the forums.
ATLANTA, Jan. 26, 2012 — Jacada, Inc. announced today that TMC, a global, integrated media company, has named Jacada Workspace Agent Desktop as a Customer Interaction Solutions 2011 Product of the Year Award winner. Customer Interaction Solutions magazine is the leading publication covering CRM, call centers, and teleservices since 1982.

Each year, Customer Interaction Solutions magazine awards its Product of the Year awards to companies that have demonstrated extraordinary technological advancements and application refinements. “Jacada was selected to receive a 2011 Product of the Year Award for its achievement in advancing CRM, contact center and call center technologies. Jacada Workspace Agent Desktop has demonstrated excellence as well as provided ROI for the companies that use it,” said Rich Tehrani, CEO, TMC. “Customer Interaction Solutions magazine has been recognizing innovative companies for 14 years and Jacada has earned its place with this distinguished honor.”

With Jacada Workspace Agent Desktop, contact center leaders are able to integrate vital applications and multiple channels of communications with the customer into a single, optimized view. Using Dynamic Views, IT can build components and back-end integration services and then package these as visual drag-and-drop widgets for use by Business. In this way, IT maintains control of technical integration, yet allows Business to work on creating the user interface, resulting in a dramatically reduced time-to-market.

“Multiple applications on a call center agent’s desktop can decrease average handle time and other productivity metrics. Jacada Workspace condenses all of the applications into one simple-to-use platform,” said Gideon Hollander, co-chief executive officer of Jacada. “Our customers have found that this solution has transformed the agent desktop with an easy-to-use, feature-rich, and cost-effective application.”

Jacada previously earned Customer Interaction Solutions’ Product of the Year award in 2010, again for Jacada Workspace Agent Desktop and in 2009 for Jacada® Advisor,a technology-enablement solution that is designed to simplify the complexity of existing customer service desktop applications and reduce the amount of training required to work with those applications.

The 14th Annual Product of the Year Award winners are published in the January/February 2012 issue of Customer Interaction Solutions magazine, www.cismag.com.

For more information about the Customer Interaction Solutions’ 2011 Product of the Year Awards or any of the TMC media properties, please visit www.tmcnet.com.

About Jacada
Jacada provides solutions that optimize and improve the effectiveness of customer service interactions. Jacada agent desktop and process optimization solutions help companies reduce the cost of their operations, drive customer satisfaction and provide a complete return on investment within the first year after deployment.

Founded in 1990, Jacada operates globally with offices in Atlanta, USA; London, England; Munich, Germany; Herzliya, Israel; and Stockholm, Sweden. More information is available at www.Jacada.com.

Jacada Contact:
A. Lee Judge
Marketing Programs Manager
Jacada
770-776-2326
ljudge@jacada.com
Jan 26
34 months ago
Kristen Ward created a new topic Jacada Webinar on Agent Desktop Agility Now Available On-Demand at Jacada.c in the forums.
ATLANTA, GA — Dec. 21, 2011 — Jacada Ltd. (NASDAQ: JCDA) announces the on-demand availability of a recent webinar that introduced Jacada’s highly innovative user interface delivery model that gives companies the ability to create an optimal agent desktop experience. The webinar introduced the latest version of Jacada® WorkSpace Agent Desktop with Dynamic Views and demonstrated its agility in allowing rapid changes to the contact center agent desktop in response to changing business requirements.

The webinar, entitled “Contact Center Agility: Moving at the Speed of Business,” can be accessed at www.jacada.com/webseminar/call-center-ag.../?src=Arketi_webinar. Jacada, a leading global provider of call center technology, hosted the free webinar which was well attended by IT managers, C-Level executives, and Contact Center Managers seeking to improve the efficiency and overall customer experience in their operations.

Solutions discussed during the webinar included:
  • Minimizing the requirement of IT involvement in agent desktop changes
  • Rapidly changing the agent desktop in response to business changes
  • Modify call flows to respond to new marketing promotions
  • Decreasing training effort, AHT, and operational costs
  • Streamline User Interface development
  • Integration of inefficient legacy systems

“This webinar showed how contact center executives can use Jacada technology to adapt to changing business requirements on a daily basis and reduce resource bottlenecks by reducing dependence on IT departments,” said Gideon Hollander, co-chief executive officer of Jacada. “Attendees of the webinar were able to see a live demonstration of how, for the first time ever, Business can have full ownership and control for delivering the optimal agent desktop experience without adding burden to IT.”

Since its first introduction in 2005, Jacada WorkSpace has helped customers reduce the cost of their operations, drive customer satisfaction, and experience a complete return on investment within 12 months of deployment. One example is UK-based telecommunications company Telefónica O2, which has improved first call resolution, reduced average handle time by 40 seconds, decreased repeat calls by 25 percent, and cut training time for agents from five weeks to three as a result of using Jacada WorkSpace. Other companies benefiting from Jacada WorkSpace include Permanent General Companies and Nationwide Insurance.

In order to accommodate additional time zones, this webinar will be presented again live in the first quarter of 2012. To receive more information about the upcoming webinar and Jacada products, visit www.Jacada.com.

About Jacada
Jacada provides solutions that optimize and improve the effectiveness of customer service interactions. Jacada agent desktop and process optimization solutions help companies reduce the cost of their operations, drive customer satisfaction and provide a complete return on investment within the first year after deployment.

Founded in 1990, Jacada operates globally with offices in Atlanta, USA; London, England; Munich, Germany; Herzliya, Israel; and Stockholm, Sweden. More information is available at www.Jacada.com.

Contact:
A. Lee Judge, 770-776-2326
Marketing Programs Manager
ljudge@Jacada.com

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Dec 20
Kristen Ward created a new topic BtoB Tech PR, Marketing Firm Arketi Group Principal Contributes to PRNews D in the forums.
ATLANTA – Dec. 19, 2011 – Arketi Group (www.arketi.com), a business-to-business (BtoB) technology public relations and digital marketing firm, announced Principal Mike Neumeier is a contributor to the recently published PRNews Digital PR Guidebook, Volume 4, one of the industry’s leading resources on digital PR.

Authored by top-tier digital and social media experts, the guidebook presents valuable information, actionable tactics and best practices to employ when managing digital campaigns. Topics range from social media measurement and media relations to online customer service and brand management.

In chapter six, Neumeier shares “Five Essential B2B Video Elements,” stressing that video’s popularity and proven ability to drive engagement make it a must-have tool for savvy communicators. Video gives BtoB companies a competitive edge and way to share their story and humanize their brand. Charles Askew, senior visual developer at Arketi Group, also offers production tips that video newbies and experts alike can incorporate into any project.

In addition to Arketi’s Neumeier, contributors to the guidebook include distinguished digital and media professionals from universities, non-profits and leading PR firms. The PRNews Digital PR Guidebook is a reputable industry-wide guide used by PR, communications and marketing practitioners.

For more information about the guidebook or to purchase your copy, visit http://www.prnewsonline.com/store/57.html.

To view a social media version of this release, visit here.

About Arketi Group
Arketi Group is a public relations (PR) and digital marketing firm that helps business-to-business (BtoB) technology organizations accelerate growth through intelligent strategy, public relations, messaging, branding and demand generation. Consistently recognized by BtoB magazine as one of the nation's “Top BtoB Agencies,” Arketi helps its clients use marketing to generate revenue. Companies benefiting from this approach to B2B marketing include Cbeyond, Concurrent, CorFire, Digital Assent, Jacada, Knowlagent, RelayHealth and Xerox. For more information, call 404-929-0091 ext. 202 or visit www.arketi.com.

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Dec 19
35 months ago
Kristen Ward created a new topic CorFire President to Speak at the MEF Americas Conference in the forums.
CorFire Press Contact:
Jackie Parker
Arketi Group
(404)929-0091 x220
jparker@arketi.com

ATLANTA, Nov. 29, 2011 – Corfire, the mobile commerce business of SK C&C USA and the industry-leading mobile technology expert, announced today that Keith Smith, president and COO, will serve as a panelist at MEF Americas: Mobile Content & Commerce at the Fontainebleau Miami Beach on Wednesday, Nov. 30, 2011.

Smith will participate with fellow panelists on the session titled “Moving Plastic into the Cloud: Prepaid, Affinity and Wallets,” taking place at 11:15 a.m. on day 2 of the event. The panel session, moderated by Gary Schwartz, CEO of Impact Mobile & Chairman MEF North America, will examine the process of taking traditional consumer plastic (gift, stored value, affinity, and credit) and leveraging the mobile channel to:
  • drive CRM and engagement to the plastic relationship
  • increase top-up and door swing
  • provide value added services to the plastic relationship
  • make traditional plastic obsolete.

Also participating on the panel with Smith are Jeff Kiedrowski of InComm; Angel Pacheco of Utiba; Nick Macilveen of PayPal; and Andy Kleitsch of Billing Revolution.

MEF Americas: Mobile Content & Commerce is a gathering for thought leaders and deal makers from across North and Latin America’s mobile content and commerce ecosystems.

Visit www.corfire.com/news/ to learn more about past and upcoming speaking engagements.

About CorFire
From retailers to handset manufacturers to financial institutions to mobile network operators, organizations today need a proven way to extend their brands and enable their customers to use smartphones as a channel for commerce. With its proven industry expertise, CorFire helps all organizations in the mobile ecosystem deliver on the promise of an environment where consumers can live life mobile. As the mobile commerce business of SK C&C USA, CorFire leverages the billion dollar financial backing of its parent company, SK C&C, with its 10+ years of mobile payments experience to provide a scalable and trusted technology that helps companies quickly and securely move their mobile commerce platforms forward.

Headquartered in Atlanta, with a second office in San Francisco, CorFire offers three core technology solutions: its Trusted Services Manager (TSM) platform - CorTSM™, a robust mobile wallet platform - CorPay™, and Cor360™, its state-of-the-art suite of mobile marketing services. For more information please visit www.corfire.com.

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Nov 29
Kristen Ward created a new topic Teleco Companies Use Jacada to Save Millions in Contact Center Costs in the forums.
ATLANTA – Nov. 29, 2011 – Four of the world’s leading telecommunications companies have selected Jacada Ltd. (Nasdaq: JCDA), a leading provider of customer experience management, to simplify agent tasks, reduce new hire training time and keystroke errors, and automate workflows and redundant processes in their contact centers. As noted in a recent case study , these companies which have implemented Jacada® Workspace Agent Desktop to create an optimal agent experience, collectively service over 41.2 million customers worldwide with presence in Eastern Europe, Africa, Latin America, Germany, and the United States.

Recognizing that their existing agent applications were segregated, redundant, and somewhat disconnected, these telecommunications companies were looking for a more automated and streamlined system to empower agents to deliver better customer service. After evaluating solutions from several call center technology providers, each telecommunications leader selected Jacada WorkSpace. With Jacada WorkSpace, contact center leaders are able to integrate vital applications and multiple channels of communications with the customer into a single, optimized view. As a result, agents’ access to mission-critical applications and tools is simplified, increasing agent efficiency, agent productivity, and customer satisfaction ratings.

“We felt we could reduce the length of every call by 35 seconds, but, in fact, we reduced the length of every call by 48 seconds,” said Cheryl Black, Customer Service Director for Telefónica O2 UK. “We handle 45 million calls a year and that soon adds up to a lot of time and money. We accelerated the program to roll out the Jacada unified desktop in all of our contact centers - so that we get that benefit on every one of those 45 million calls – what a fantastic achievement!”

As a result of using Jacada WorkSpace, these telecommunications companies experienced a significant return on their investment, including:
  • Reduced operational cost of nearly $8 million
  • 10%, 12%, and 30% reductions in average handling times
  • A 30% reduction in training time
  • A 30% reduction in call backs
  • Reduction in number of call centers from over 30 to only 25
  • Improved agent satisfaction and performance
  • Enhanced customer satisfaction ratings

The complete case study Jacada Solutions Improve Quality, Efficiency, and Deliver Cost Savings to Telecommunications Contact Centers is available for download here. [http://www.jacada.com/news/telecom_case_study_final.pdf]

About Jacada
Jacada provides solutions that optimize and improve the effectiveness of customer service interactions. Jacada agent desktop and process optimization solutions help companies reduce the cost of their operations, drive customer satisfaction and provide a complete return on investment within the first year after deployment.

Founded in 1990, Jacada operates globally with offices in Atlanta, USA; London, England; Munich, Germany; Herzliya, Israel; and Stockholm, Sweden. More information is available at www.Jacada.com.

Contact:
A. Lee Judge
Marketing Programs Manager
Jacada
770-776-2326
ljudge@jacada.com

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Nov 29
Kristen Ward created a new topic CorFire Executive to Speak at US Advanced Payments Summit in D.C. in the forums.
CorFire Press Contact:
Jackie Parker
Arketi Group
(404)929-0091 x220
jparker@arketi.com

ATLANTA, Nov. 28, 2011 – CorFire, the mobile commerce business of SK C&C USA and the industry-leading mobile technology expert, announced today that Jon Squire, SVP of Business Development & Strategy, will serve as a panelist at the US Advanced Payments Summit, in Washington, D.C. on Nov. 29, 2011.

Squire will participate with fellow panelists on the session titled “Mobile Payments in Retail” taking place at 2:15 p.m. on day 2 of the summit. Squire and fellow panelists will discuss and provide insight into the following questions:
  • What are the opportunities and challenges in bringing mobile payments to retailers?
  • Which model will ultimately prevail? MNO-led? Bank-led? Or Merchant-led?

Also participating on the panel with Squire are industry experts Dustin Young, VP Emerging Technologies and Product Strategy InComm; Jeppe Dorff, Head of Transactions, Rogers Communications; and Mung-Ki Woo, Global Mobile Team Lead, MasterCard.

The US Advanced Payments Summit, being held in Washington D.C. Nov. 28-30th, focuses on cutting edge innovations and strategies in mobile and contactless, government and transit payments. The Mobile and Contactless Payments tracks include sessions on what key players are doing and how to leverage strategic partnerships to create advanced payment offerings.

Visit www.corfire.com/news/ to learn more about past and upcoming speaking engagements. To view a social media version of this release, visit here.

About CorFire
From retailers to handset manufacturers to financial institutions to mobile network operators, organizations today need a proven way to extend their brands and enable their customers to use smartphones as a channel for commerce. With its proven industry expertise, CorFire helps all organizations in the mobile ecosystem deliver on the promise of an environment where consumers can live life mobile. As the mobile commerce business of SK C&C USA, CorFire leverages the billion dollar financial backing of its parent company, SK C&C, with its 10+ years of mobile payments experience to provide a scalable and trusted technology that helps companies quickly and securely move their mobile commerce platforms forward.

Headquartered in Atlanta, with a second office in San Francisco, CorFire offers three core technology solutions: its Trusted Services Manager (TSM) platform - CorTSM™, a robust mobile wallet platform, and a state-of-the-art suite of mobile marketing services. For more information please visit www.corfire.com.

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Nov 28
Kristen Ward created a new topic Jacada Webinar Offers Tips on Agent Desktop Agility and Rapidly Responding in the forums.
ATLANTA—Nov. 18, 2011—Jacada Ltd. (NASDAQ: JCDA), a leading global provider of call center technology designed to improve the interaction between agents and their customers, is hosting the free webinar, “Contact Center Agility: Moving at the Speed of Business.” The event will be at 2 p.m. EST on Tuesday, Dec. 6, 2011. Register for the webinar at http://www.jacada.com/entry/WADWebinar.htm.

Progressive businesses move fast. Your call center needs to adapt to changing business requirements on a daily basis. New Marketing promotions, new product discounts, and changing support information all need to be made available on the agent desktop in near real-time. IT departments are facing ever increasing project backlogs and competing priorities. Seemingly simple changes can take weeks or months to be reflected on the agent desktop and even longer to result in benefits to customers.

The event will be an informative session that will introduce you to Jacada’s highly innovative user interface delivery model that gives companies the ability to create an optimal agent desktop experience. This webinar will introduce you to Jacada WorkSpace Agent Desktop with Dynamic Views and show you how your contact center agent desktop can rapidly respond to changing business requirements.

“With the addition of Dynamic Views to Jacada WorkSpace Agent Desktop, for the first time ever, companies have full ownership and control of the agent’s desktop and can rapidly deliver the optimal agent desktop experience,” said Gideon Hollander, co-chief executive officer of Jacada. “This webinar will demonstrate the ease of a unified desktop and benefit to consumers.”

In this webinar attendees will learn how to:
  • Respond rapidly to business changes
  • Modify call flows to respond to new marketing promotions
  • Manage rules for technical support and troubleshooting
  • Streamline User Interface (UI) development


This event will benefit Contact Center Professionals such as:
  • Senior Level VPs and Directors who are accountable for strategic planning and alignment.
  • Contact Center Managers responsible for operational and tactical plans.
  • Team Leaders and Supervisors in charge of day-to-day operations, coaching and monitoring.
  • Analysts who want to stay abreast of new contact center technologies.
  • CIOs who desire financial improvements from enhanced call center operations.
  • CTOs that require integration of call center processes with other internal departments.

To register for this event and to receive more information about Jacada products, visit http://www.jacada.com

About Jacada
Jacada provides solutions that optimize and improve the effectiveness of customer service interactions. Jacada agent desktop and process optimization solutions help companies reduce the cost of their operations, drive customer satisfaction and provide a complete return on investment within the first year after deployment.

Founded in 1990, Jacada operates globally with offices in Atlanta, USA; London, England; Munich, Germany; Herzliya, Israel; and Stockholm, Sweden. More information is available at www.Jacada.com


Contact:
A. Lee Judge, 770-776-2326
Marketing Programs Manager
ljudge@Jacada.com

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Nov 18
36 months ago
Kristen Ward created a new topic Jacada Announces Major Version Release of Its WorkSpace Agent Desktop in the forums.
ATLANTA — Nov. 15, 2011 —Jacada Ltd. (NASDAQ: JCDA), a leading global provider of call center technology designed to improve the interaction between agents and their customers, today announced the imminent release of an enhanced version of its flagship unified desktop solution, Jacada® WorkSpace Agent Desktop 6.0. As a part of this release, call center leaders will have access to Dynamic Views, a highly innovative user interface delivery model that empowers them to own and control user interface (UI) delivery, define call flow processes, and handle UI changes with ease, delivering the optimal agent desktop experience.

With Jacada WorkSpace, contact center leaders are able to integrate vital applications and multiple channels of communications with the customer into a single, optimized view. Using Dynamic Views, IT can build components and back-end integration services then package these as visual drag-and-drop widgets for use by Business. In this way, IT maintains control of technical integration, yet allows Business to work on creating the user interface, resulting in a dramatically reduced time-to-market.

“Today’s call center needs to adapt to changing business requirements on a daily basis. New marketing promotions, product discounts, and support information need to be made available on the agent desktop in near real-time,” said Gideon Hollander, co-chief executive officer of Jacada. “Jacada WorkSpace 6.0 represents a significant advancement for our customer experience optimization solution. With IT departments facing ever-increasing project backlogs and competing priorities, seemingly simple changes can take weeks or months to be reflected on the agent desktop and longer to benefit your customers. For the first time ever, the business has full ownership and control for delivering the optimal agent desktop experience.”

Since its first introduction in 2005, Jacada WorkSpace has helped customers reduce the cost of their operations, drive customer satisfaction, and experience a complete return on investment within 12 months of deployment. One example is UK-based telecommunications company Telefónica O2, which has improved first call resolution, reduced average handle time by 40 seconds, decreased repeat calls by 25 percent, and cut training time for agents from five weeks to three as a result of using Jacada WorkSpace. Other companies benefiting from Jacada WorkSpace include Permanent General Companies and Nationwide Insurance.

Jacada WorkSpace 6.0 introduces capabilities designed to provide a sophisticated presentation platform for creating an agile desktop user interface. These features include:
  • Dynamic Views – Desktop designer incorporating data sources through the use of widgets

  • Drag and Drop designer for building agent scripting and flows in a no-coding manner

  • Ability to “hot deploy” scripts to the agent desktop to support rapid business changes

  • Enhanced reporting capabilities including Visual Dashboards
    IDE enhancements, including task Wizards to simplify typical development tasks

  • Enhanced support for Cisco environments
    Updated server environments

  • Enhanced management console

For more information on Jacada WorkSpace Agent Desktop 6.0 and to watch a video demonstration, visit the Jacada® WorkSpace product page.

About Jacada
Jacada provides solutions that optimize and improve the effectiveness of customer service interactions. Jacada agent desktop and process optimization solutions help companies reduce the cost of their operations, drive customer satisfaction and provide a complete return on investment within the first year after deployment.
Founded in 1990, Jacada operates globally with offices in Atlanta, USA; London, England; Munich, Germany; Herzliya, Israel; and Stockholm, Sweden. More information is available at www.Jacada.com

Contact:
A. Lee Judge, 770-776-2326
Marketing Programs Manager
ljudge@Jacada.com

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Nov 15

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