Recorder 4.0 Features Improved Call Capturing Capabilities, Advanced VoIP Integration, and Flexible Playback Options

Irving, TX - MAY 5, 2003 - e-talk Corporation, the global leader of Performance Impact™ solutions for contact centers, today announced new functionality for its award-winning quality monitoring (QM) solution, etalk Recorder™. Recorder 4.0 provides powerful features for contact centers focused on 100 percent call recording to better manage customer transactions, dispute resolution, and overall risk management. Such capabilities allow companies within the financial, insurance, retail, and healthcare industries to minimize their risk and effectively manage customer resolutions.

The enhanced product delivers several recording capabilities including continuous recording from the trunk side for capturing the complete, end-to-end customer experience. Additional new features and benefits include:

• Voice over IP Connectivity: Recorder 4.0 features VoIP recording via Cisco® integration. Calls recorded as WAV files can be played back over the Windows® Media Player7reg;. Screen recordings are synchronized with voice recordings for simultaneous playback.

• Alarm Manager: For customers recording 100 percent of calls, Alarm Manager polls the application for customer defined alarm conditions such as disk space, connectivity, or port failures, and promptly notifies the systems administrator via SuperView, Windows Event Viewer, email, text page or SNMP Traps.

• Efficient Storage Usage: Recorder 4.0 offers a variety of compression options to optimize disk storage space.

• New State-of-the-art Recorder and Player: Recorded calls can now utilize new visual markers indicating specific CTI events. These markers, such as pick-up, transfer, and hold-time, allow users to maximize the time required to evaluate an agent´s performance while impacting customer satisfaction. In addition, playback can now be performed via Windows Media Player, traditional phone playback, or using etalk´s Remote Audio Playback (RAP) feature.

“Recorder 4.0 allows our customers to take advantage of several major product enhancements,” says Roger Woolley, vice president of marketing at etalk. “Whether you require 100 percent recording, or implementing VoIP in your contact center, Recorder 4.0 puts today's most capable recording technologies at your fingertips.”

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.