etalk Qfiniti Selected By Sitel To Deliver Superior Contact Center Services

SITEL cites combination of technology, cost, flexibility and support as key ingredients to its decision to adopt etalk Performance Impact™ solutions

Irving, TX - June 7, 2004 - etalk announced today that SITEL, a global provider of outsourced customer support services, has selected etalk´s Qfiniti® suite of Performance Impact™ contact center quality management solutions to provide best possible services to many of its North American customers.

SITEL is using etalk´s award-winning Qfiniti Observe™ and Qfiniti Advise™ solutions to support a number of its outsourced contact centers in the U.S. and Canada. The company evaluated other contact center quality management vendors and made its decision based upon criteria that included confidence in the provider, the solution´s quality of reporting and availability, application flexibility and cost. SITEL currently utilizes etalk solutions in seven states and provinces throughout North America.

"Based on the strict criteria we had, etalk quickly became the obvious choice," said Jonathan Green, SITEL director of training and quality. "This is a great relationship we have with etalk, one that gives us peace of mind plus state of the art technology. The bottom line is that it makes us more competitive."

Green said SITEL appreciates the ease-of-use and implementation of etalk´s products, which meant his staff did not need computer programming or extensive IT experience to install and use the software. He said the professional services support from etalk allows SITEL to meet deadlines with customers, adding to the "comfort level" they required of the vendor.

Qfiniti Observe™ saves SITEL and its clients´ time by helping them determine which calls and screen activity to automatically monitor. In addition, Observe boosts user convenience with the flexibility of on-demand recording, and its synchronized recording and playback capabilities allow SITEL to easily store, review and evaluate any aspect of an agent´s interaction with a customer. Qfiniti Advise™ enables SITEL to deliver easily accessible, detailed information on the quality and productivity of customer contact personnel. Its high-touch interface helps SITEL and its clients´ contact center managers to spot performance trends more quickly, so they can better respond with incentives, additional training, or other measures to improve quality.

"In our world, we need to pull off miracles on a daily basis," SITEL´s Green said. "etalk understands the nature of our business, and that goes a long way toward making us successful with solving the kinds of challenges inherent in this business. Working with etalk feels very much like a partnership, and that was a major criteria for us."

"We´re very pleased to be working with SITEL to improve its contact center management services to its clients," said Roger Woolley, vice president of marketing at etalk. "As a major provider of outsourced services, we understand the company cannot afford to take risks with the quality of its contact center performance. Customers depend upon SITEL to be rock-solid with the best possible contact center quality, and etalk is playing a major role in the delivery of such services."

About SITEL
SITEL is a leading global provider of outsourced customer support services. On behalf of many of the world´s leading organizations, SITEL designs and improves customer contact models across its clients´ customer acquisition, retention and development cycles. SITEL manages approximately two million customer interactions per day via the telephone, e-mail, Internet and traditional mail. SITEL has over 31,000 employees in 82 global contact centers, utilizing more than 25 languages and dialects to serve customers in 53 countries SITEL is a leader in the contact center industry. Please visit SITEL´s website at www.sitel.com for further information.

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.