etalk Aids Ticketmaster In Bolstering Contact Center Quality Assurance

Premier ticketing service provider implements etalk Advisor as cornerstone of the company´s quality assurance efforts

Irving, TX - May 10, 2004 - etalk Corporation, the global leader of Performance Impact™ solutions for contact centers, announced today that Ticketmaster (NASDAQ: TMCS), the world´s leading ticketing and access company, is using etalk Advisor™ to build and maintain quality assurance in its contact centers.

Ticketmaster is the exclusive ticketing service for hundreds of leading arenas, stadiums, performing arts venues and theaters. etalk Advisor will play a major role in delivering the highest quality customer interactions for Ticketmaster as it handles up to 3.5 million customer transactions per month. Advisor delivers detailed information on the quality and productivity of customer contact personnel. It is the most complete and easy-to-use system for capturing, measuring and evaluating contact center agent performance. Advisor allows companies to establish performance criteria for agents, then automate the processes of evaluating, analyzing and maintaining the quality of those agents and the contact center as a whole.

"We´ve found ways to make Advisor work magic for us," said Lorne Wood, Ticketmaster´s National Director of Quality Assurance. "We had a need to compile all QA data from all of our call centers into a single place. Centralizing the data coupled with the ability to evaluate efficiency and accuracy was a big goal. We now maintain 45 different monitoring forms, and Advisor allows us to customize forums for meeting our automation needs."

Ticketmaster needed a complete, easy-to-implement system for measuring and evaluating agent performance that could manage information from a number of sources and physical locations. The company has since applied Advisor to Ticketmaster´s quality assurance database and reporting platform, and is using it to create online monitoring forms and post evaluations of contact center interactions in real-time. Advisor is now active in seven U.S. and one U.K. contact centers involving more that 3,000 agents

"Ticketmaster is the kind of company that depends upon customer service excellence, given the huge volume of interactions it deals with on a daily basis," said Scott Shute, CEO of etalk. "We´re proud to be playing such an important role in support of delivering that level of excellence for Ticketmaster."

"We looked at a number of different vendors, but we chose etalk because it provided the best set of features and price while meeting all of our criteria," Ticketmaster´s Wood added. "The relationship with the vendor was a critical piece to our decision as well, and we are tremendously pleased with the support and effort etalk made in helping us achieve our objectives."

About Ticketmaster
Ticketmaster, the world´s leading ticketing company, sold 100 million tickets valued at $4.9 billion in 2003, through www.ticketmaster.com, one of the largest e-commerce sites on the Internet, more than 3,300 retail Ticket Center outlets and 19 worldwide telephone call centers. Ticketmaster serves more than 8,000 clients worldwide and acts as the exclusive ticketing service for hundreds of leading arenas, stadiums, performing arts venues, and theaters and is the official ticketing provider and supporter of the Athens 2004 Olympic Games. Ticketmaster is headquartered in West Hollywood, California and is an operating business of IAC/InterActiveCorp (Nasdaq: IACI).

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.