IRVING, TX September 29, 2003 e-talk Corporation (Company
Profile, Past
Stories, Case
Studies), the global leader of Performance Impact™ solutions for contact centers, has been awarded top honors from TMC® Labs’ annual Innovation
Awards for its advanced evaluation and analysis tool, etalk Advisor™.
Each year, TMC Labs handpicks the leading innovative products and services within the call center industry and recognizes their outstanding achievements. After evaluating
more than 200 applications, TMC Labs selected etalk Advisor to be included in the industry’s elite list of unique and innovative winners.
“This year, we had more entries than ever before, making the selection process all the more difficult,” said Tom Keating, vice president, chief technology officer and executive
technology editor at TMC Labs. “We scrutinized every entry to find the most unique products that had unparalleled features. etalk Advisor fit the bill as its distinct
characteristics make it a truly exceptional product.”
Advisor is a key component of etalk’s Performance Impact solutions and is recognized as today’s most complete, easy-to-use system for measuring and evaluating agent
performance. With Advisor, users can deliver easily accessible, detailed information on the quality and productivity of customer contact personnel. Advisor can be used to
evaluate agents in a single site, or can be deployed in global contact centers to provide enterprise-class management of multiple contact center locations. Its high-touch
interface allows call center managers to spot performance trends more quickly, so they can better respond with incentives, additional training, or other measures to improve
quality. Using Advisor to enhance the quality of agents, call centers can increase customer satisfaction and boost agent morale and job satisfaction to reduce turnover
rate.
“Being recognized by an outstanding organization such as TMC Labs is a true honor,” said Scott Shute, president and CEO of etalk. “This award speaks to our firm
commitment to providing innovative products and services that solve our customers’ complex business issues and make their call centers more productive and
profitable.”
About TMC
Celebrating more than 30 years as a leading technology publisher, Technology Marketing Corporation (TMC) produces industry-leading trade magazines and events focused
on technology and communications. TMC publishes two magazines: Customer Inter@ction Solutions™ and Internet Telephony®, and the online publications,
TMCnet.com, Planet PDA™ Magazine, WiFi Revolution™, Alternative Power™ and BiometriTech™. TMC is also the first publisher to test new products in its own on-site
laboratories, TMC Labs, and provide factual and unbiased product reviews. TMC also produces The Global Call Center Outsourcing Summit™, BiometriTech™ and
Planet PDA™: The Enterprise PDA Event. TMCnet.com publishes more than 25 topical online newsletters. For more information about TMC, visit its Web site at
www.tmcnet.com.
About etalk
etalk Corporation, headquartered in Irving, Texas, is a global leader of Performance Impact™ solutions for enterprise contact centers. Since 1983, etalk solutions have been
used to build valuable long-term customer relationships at more than 1,500 worldwide contact centers, including insurance, telecom, financial, technology and manufacturing
companies. etalk’s suite of integrated solutions works across multiple contact channels including e-mail, Web, chat or telephone. etalk’s product family includes Qfiniti™,
etalk Recorder™, etalk Advisor™, etalk Expert™, etalk Survey™, and etalk JASS™ designed to improve both customer service and the CRM decision-making process.
Using etalk’s advanced contact center technology, customers can achieve higher incremental sales, revenue per customer and overall profits while increasing customer
satisfaction and loyalty. Privately held etalk operates in more than 40 countries, utilizing a network of partners and distributors. For additional information about etalk’s
Performance Impact tools, visit www.etalk.com or call 800-835-6357.
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