etalk and Utopy to Provide Enhanced Quality Monitoring and Speech Analytics Solutions to Contact Centers

New speech analytics technology enables organizations to streamline processes, provide decision makers with critical information about customers and agents

Irving, TX and San Francisco, CA - April 7, 2003 - e-talk Corporation, the global leader of performance impact solutions, today announced a strategic partnership with Utopy Inc., a leading provider of speech analytics software for call centers and government agencies. etalk will offer Utopy´s speech analytics software, SpeechMiner™, and integrate it with its suite of quality management solutions.

Customers using etalk Recorder™ can now leverage their recording investment by utilizing SpeechMiner Enterprise™ to automate, streamline, and improve their call center operations and quality management processes.

SpeechMiner Enterprise is a leading speech analytics software solution that has analyzed more than a million calls from leading Fortune 200 companies to date. SpeechMiner automatically “listens” to recorded calls and understands the content by recognizing the agents´ and customers´ words, phrases, and tone. Contact center managers can have calls sorted by SpeechMiner according to the call center business rules and needs. SpeechMiner enterprise contains out-of-the-box filtering rules such as “dissatisfied customers”, “customers requesting a supervisor”, “agent was confused”, and “agent interrupts the customer.” It also allows a business user to establish new business rules according to their specific needs.

“Without speech analytics, call center managers, supervisors, and executives are practically blind to the vast amount of data hiding inside customer-agent telephone interactions,” said Bill Kilgore, Utopy´s Director of North American Sales. “SpeechMiner provides analysis and reports on data in order to reduce operational costs, increase revenue, and gain competitive advantage.”

etalk´s partnership with Utopy will meet the contact center market´s growing demand for solutions that help enhance service quality and build profitable, long-term customer relationships. Since many companies look to record large samples of customer interactions or are required to record every customer contact call, analyzing every call can be very expensive and labor intensive for contact centers with high call volumes. Customers using etalk Recorder™, etalk´s award winning quality monitoring tool, will now have the ability to utilize advanced speech recognition software to analyze words or phrases within call recordings.

“By integrating SpeechMiner with etalk´s quality management solutions, call center managers can record calls and quickly analyze agent performance based on key words and phrases and how the customer reacts, without listening to the entire call,” said Roger Woolley, vice president of marketing for etalk. “The combination both enhances and streamlines contact center´s existing operations and strategic business intelligence processes.”

About Utopy
Utopy, the leader in speech analytics, was founded in 1999. Its patent-pending SpeechMiner Platform™ enables call center and government organizations to maximize the value of telephone conversations by automatically understanding their content. The SpeechMiner Enterprise™ solution help leading call centers glean important business intelligence from calls, streamline quality management and compliance processes, improve marketing campaigns and reduce customer churn. Utopy´s solutions are analyzing customer-agent telephone interactions from some of the Fortune 200 companies today. For additional information about Utopy and its award-winning SpeechMiner™ solutions, visit www.utopy.com, or contact Krishnakali Chaudhuri (KC) at kc@utopy.com or (866) 44-UTOPY.

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.