Wescom Selects etalk´s Quality Management Solutions

California Credit Union to Enhance Existing Call Center Infrastructure to Gain Competitive Advantage in Delivering Quality Customer Service

Irving, TX - April 8, 2003 - e-talk Corporation, the global leader of performance impact solutions for enterprise call centers, today announced Wescom Credit Union, which serves more than 180,000 customers in southern California, has selected etalk´s quality management solutions including Recorder™, Advisor™, and JASS™ for its primary customer call center in Pasadena, Calif.

One of the largest credit unions in the US, with more than $2 billion in assets, Wescom decided earlier this year to automate its call center, replacing the manual recording and analysis systems it utilized for many years. “In our market, it´s critical that we differentiate ourselves through the superior quality of our customer service. etalk´s performance impact suite enables us to deliver that higher level of service,” says Nancy Allen, vice president of member services at Wescom Credit Union. “We looked at a number of options and found only etalk delivered the quality of service and range of solutions that met our needs.”

Wescom will implement etalk performance impact tools to further enhance their quality management program. Using etalk Recorder™, a valuable solution that supports on-demand recording of conversations and computer desktop activities, will make it easy for Wescom´s contact center supervisors to evaluate customer interactions making its contact center more efficient. Additionally, Wescom will implement etalk Advisor™ to develop evaluation forms for scoring agent calls and etalk JASS™, a job applicant screening stimulator, to help maximize the efficiency and effectiveness of their hiring methods.

“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 Wescom to increase its competitive strength in the market,” says Scott Shute, president and CEO of etalk. “We look forward to taking Wescom´s customer contact center quality to the next level by extending automation and simplification into an ongoing performance impact process.”

About Wescom
Wescom Credit Union is a non-profit, financial services cooperative serving more than 180,000 members throughout Southern California. With assets totaling more than $2 billion, it is one of the largest credit unions in the country and offers a wide range of financial services to its members. Wescom was established in 1934 as a credit union for telecommunication employees. It is now open to people living and working in Los Angeles, Orange, Riverside, San Bernardino and Ventura counties.

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.