The ODS Companies Select etalk´s Quality Management Solutions

ODS to Enhance Existing Call Center Infrastructure to Gain Competitive Advantage in Delivering Superior Customer Service

Irving, TX - March 22, 2004 - etalk Corporation, the global leader of Performance Impact™ solutions for contact centers, today announced The ODS Companies, a leader and trusted name in health care for over 45 years, has selected etalk Recorder® for its primary customer contact center in Portland and La Grande, Oregon.

ODS will implement Recorder, part of etalk&acyte;s Performance Impact suite of tools, to further enhance its quality management program. Delivering today´s most powerful quality assurance monitoring capabilities, Recorder will make it easy for ODS contact center supervisors to evaluate customer interactions, thereby making its contact center more efficient.

According to ODS Director Doreen Crail, “We expect this tool to allow us to continue delivering exceptional customer service by providing additional coaching opportunities for our customer service representatives.”

Featuring synchronized recording and playback, Recorder allows every aspect of a contact center agents7acute; interaction with a customer to be captured and stored for easy evaluation. Recorder supports on-demand recording of conversations and computer desktop activities, and delivers full logging for financial and other critical compliance applications.

“At ODS helping our members is our primary focus. We are excited about the opportunities provided by etalk Recorder,” said Crail.

“etalk designs its solutions to increase the quality of customer contact and raise the overall effectiveness of a call center operation, and our integrated suite of tools will allow ODS to increase its competitive strength in the market,” said Scott Shute, president and CEO of etalk. “We look forward to taking ODS´ customer contact center quality to the next level by extending automation and simplification into an ongoing performance impact process.”

About ODS
The ODS Companies is an independent Oregon corporation and multi-faceted entity that provides a wide-range of insurance and business services. Founded in 1955, ODS is Oregon´s leading dental insurer and a fast growing medical insurer serving over 600,000 Oregonians. In addition, the company develops and sells practice management software, sells property and liability insurance protection to dentists and offers a full-range of administrative services for employers.

About etalk
etalk is a global leader of Maximum Performance Impact trade; solutions for enterprise contact centers. Since its inception in 1983, etalk solutions have been used to build valuable long-term customer relationships at more than 1,500 worldwide contact centers. The etalk suite of integrated solutions, including the Qfiniti trade;, JASS trade;, Recorder reg;, Advisor trade;, Expert trade; and Survey trade;, improve both customer service and the CRM decision-making process. Using his combination of etalk acute;s award-winning products and outstanding services, customer can design, implement and continually refine their quality program initiatives, achieving their overall business objectives. etalk operates in more than 40 countries through its Worldwide Business Partner Program. For more information, contact etalk at www.etalk.com.