Virgin Mobile Selects etalk´s Solutions For Customer Center Management

Irving, TX - June 3, 2003 - e-talk Corporation, the global leader of Performance Impact™ solutions for contact centers, today announced that they will be working with Virgin Mobile, the world´s largest virtual mobile network. Quality Plus, a leading provider of contact center training, performance and workforce management systems in the United Kingdom and Europe, will manage the deployment and ongoing product service.

Founded in 1999 by Sir Richard Branson´s Virgin Group and Deutsche Telekom´s T-Mobile, Virgin Mobile is the fastest growing network and the fifth largest telecommunications company in the UK. The company´s headquarters are based in Trowbridge, Wiltshire and it has recently opened a second customer center in Middlesbrough to keep up with the rapid expansion. Virgin Mobile employs more than 800 customer service advisors serving more than 2.6 million customers.

“Virgin Mobile´s success relies on the level and quality of service given to our customers,” says Andrew Ralston, Customer Relationship Director, Virgin Mobile. “The etalk Recorder® and Advisor™ solutions have supported us in developing customer service advisors´ skills and knowledge to ensure continued delivery of a personal experience to all our customers, all of the time.”

Virgin Mobile will use etalk´s Recorder and Advisor solutions, which are designed to both capture and analyze each customer contact session as well as provide measurement tools to better manage call center staff. Using etalk Recorder, a valuable solution that supports on-demand recording of conversations and computer desktop activities, will make it easy for Virgin Mobile´s contact center supervisors to evaluate customer interactions making its contact center more efficient. Additionally, Virgin Mobile will implement etalk Advisor to develop evaluation forms for scoring agent calls.

“We are excited to be a part of Virgin Mobile´s ever-expanding business,” said John Sweeton, vice president of global channel sales. “And, our long-term partnership with Quality Plus demonstrates our ongoing effort to take contact center solutions to the next level to exceed our customers´ needs and provide superior results.”

About Virgin Mobile
Virgin Mobile is now established as the most successful virtual network operator in the world, and is the UK´s fifth network. Since its launch in November 1999 it has attracted over 2.6 million customers, making it one of the fastest growing mobile phone companies in history. Virgin Mobile is a 50:50 joint venture company between Sir Richard Branson´s Virgin Group and Deutsche Telekom´s T-Mobile, and is the UK´s first mobile virtual operator. It has scored a number of firsts, including being the first operator to scrap peak rate calls, introduce a daily discounting tariff, the first company in the world to introduce an integrated MP3 mobile phone and the first company to offer all of its customers a content-rich voice portal with the launch of its 4321 service.

In the UK, Virgin Mobile phones are available direct on 0845 6000 600; on the web at www.virginmobile.com; or on the High Street at over 6,000 outlets including Virgin Megastore, Megastore Xpress, Sanity, Sainsbury, Tesco, Safeway, Asda, John Lewis, Littlewoods, Argos, The Link, Dixons, Carphone Warehouse, Comet, Phones 4 U, TOMO, Woolworths, Toys R Us and Rymans. Virgin Mobile employs 1,500 staff on four sites, Trowbridge, London, Daventry and Middlesbrough.

About Quality Plus
Quality Plus launched in 1993 and initially specialized in working with customers in the development and deployment of effective performance improvement and workforce management processes within their call centers. In 1994 this developed, through a relationship with etalk (formally Teknekron), in pioneering total performance management solutions incorporating selective voice recording and sophisticated tracking of individual and team performance. This was unique at a time when other companies in similar markets were concentrating on voice recording for reasons of compliance and litigation, not for improving performance. In working with etalk, Quality Plus were able to influence the development of the most sophisticated performance management tool in the world and associated products that drive the qualitative and quantitative results of the call centers. The relationship with etalk continues to be strong, helping to create the next generation of performance management solutions, both technologically and behaviorally.

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.