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BenchmarkPortal Selects divine SoftMetric for High-Performance Business Activity Monitoring

Combination of divine Performance Monitoring and BenchmarkPortal Database And Services Provides Unparalleled Insight Into Contact Center Operations

CHICAGO, July 29 /PRNewswire-FirstCall/ -- divine, inc., (Nasdaq: DVIN - News), a leading provider of solutions for the extended enterprise, today announced that BenchmarkPortal, a leader in contact center benchmark research and performance improvement services, has selected divine SoftMetric to provide the highest level of performance analysis on the market today for its customers. BenchmarkPortal has incorporated divine SoftMetric, the state-of-the-art business activity monitoring solution that provides a Web- based consolidated view of contact center and business process performance metrics, into its business intelligence and improvement services for contact centers. BenchmarkPortal and divine are demonstrating their combined solution at the International Call Center Management (ICCM) Conference and Expo 2002 in Chicago, July 29-August 1, Booth No. 1407.

Founded by industry pioneer Dr. Jon Anton, BenchmarkPortal assists companies in improving their customer contact and interaction strategy and delivery, as well as the efficiency and productivity of their contact center process. BenchmarkPortal and its customers rely on divine SoftMetric to define and document pre-analysis process and performance profiles. From this information BenchmarkPortal can assist customers in defining and implementing targeted performance improvement strategies. divine SoftMetric is then used to monitor the effects of the changes and deliver automated, real-time analysis of operations and performance over time, as well as the ability to compare customer performance to industry best practices.

"Prior to divine SoftMetric, we had to manually compile and compare performance data from many different sources. Not only has SoftMetric automated this process for us -- shaving days and sometimes weeks off the analysis phase -- it provides more accurate and complete results and enables us to provide valuable services to our clients, including the ability to automate performance comparisons to the industry benchmarks we have compiled and documented. We evaluated a lot of technology. No other vendor was able to live up to the marketing claims and match the divine solution," Anton said. "We consider divine SoftMetric as the de facto standard for conducting performance analysis."

Added Rob Winner, vice president of customer interaction management solutions for divine: "Through focused and comprehensive research and patent- pending technology, BenchmarkPortal and Dr. Anton have built an exceptional resource to help companies understand the performance of their contact centers, compare it with industry benchmarks and improve the performance of their entire business process. We are pleased to work with the leader in international benchmark performance research to assist our mutual customers in boosting contact center performance, enterprise corporate performance and bottom line profitability."

divine SoftMetric is the only business activity monitoring and performance management product available today that was built Net-native from the ground up. Developed by performance analysis experts, the product has been focused on the call center market and has been rapidly adopted by call center management as well as senior and executive management. divine SoftMetric delivers a consolidated view of business process data as well as performance data from owned or outsourced call centers across all modes of customer interaction, including inbound and outbound telephony, e-mail, chat and collaboration, fax, Web site interaction and self help.

divine SoftMetric delivers immediate ROI to customers by reducing the time, number of resources and cost associated with preparing and delivering critical performance information to business decision makers. It has also delivered bottom line ROI to customers in as little as 45-60 days by enabling them to improve employee and call center agent performance; assisting supervisors, managers and call center directors in improving quality, customer satisfaction and call center efficiency and productivity; and allowing senior and executive management to quickly spot degrading performance and proactively initiate corrective measures.

SoftMetric was honored as Best of Show in the knowledge management category during last year's ICCM 2001 conference. It is available via software license or through divine as a managed service. For more information about divine SoftMetric, call 866.999.3846 or visit divine's Web site, www.divine.com .

About BenchmarkPortal, Inc.

BenchmarkPortal collects and warehouses the Purdue University database of performance data on thousands of customer service contact centers. The resulting reports provide information that enable call center professionals to make intelligent, fact-based management decisions by comparing their call center performance to similar call centers. With a data warehouse of performance data, BenchmarkPortal is the recognized source for best practice standards in all the major industry segments such as banking, consumer electronics, and transportation.

Our founder, Dr. Jon Anton (aka "Dr. Jon") is with the Center for Customer-Driven Quality at Purdue University. He has developed a proprietary call center benchmarking methodology (patent pending), now used by thousands of customer call centers worldwide. The methodology addresses performance issues for all customer contacts, including telephone calls, emails, and website visitors. Our website, BenchmarkPortal.com, and Dr. Jon Anton's methodology were selected for the Hot Pick Award 2000.

Dr. Jon has assisted thousands of companies in improving their customer service strategy/delivery through his performance benchmarking methodology. In 1996, Call Center Magazine honored Dr. Jon by selecting him as an "Original Pioneer" in the emerging call center industry. In October of 2000, he was named to the Call Center Hall of Fame, and in January of 2001, he was selected for the industry's "Leaders and Legends" Award by Help Desk 2000.

About divine, inc.

divine, inc., (Nasdaq: DVIN - News) is focused on extended enterprise solutions. Through software services, managed services and professional services, divine extends business systems beyond the edge of the enterprise throughout the entire value chain, including suppliers, partners and customers. divine offers single-point accountability for end-to-end solutions that enhance profitability through increased revenue, productivity and customer loyalty. The company provides expertise in collaboration, interaction and knowledge solutions that enlighten, empower and extend enterprise systems.

Founded in 1999, divine focuses on Global 5000 and high-growth middle market firms, government agencies and educational institutions and currently serves over 20,000 customers. For more information, visit the company's Web site at www.divine.com .

divine is a trademark of divine, inc. All other trademarks, trade names and service marks referenced herein are the properties of their respective companies.





 
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