etalk Announces Enhanced Version of Qfiniti Provides Contact Centers with Most Efficient Workforce Optimization Tools

Irving, TX - August 26, 2003 - e-talk Corporation, the global leader of Performance Impact™ solutions for contact centers, today announced the latest version of its quality management platform, etalk Qfiniti 1.5™. Contact center quality teams are demanding an enterprise-class solution as they streamline processes and increase productivity across all touch points of the contact center. Qfiniti´s newest release empowers contact center managers with flexible monitoring and evaluation capabilities that automates time-consuming tasks.

Leading analyst firm, Frost & Sullivan, recently ranked etalk as market share co-leader in the global quality monitoring software market for the first quarter of 2003. Because of etalk´s market success and track record for innovation as demonstrated in the innovative features in Qfiniti, Frost & Sullivan awarded etalk its annual "Product Differentiation Innovation Award". "etalk´s newest release of Qfiniti is setting the bar for quality monitoring solutions," said Dick Bucci, Industry Analyst, Contact Center Solutions, Frost & Sullivan. “The product´s innovative applications help contact centers save time and manage their contact center workforce more efficiently and successfully.”

Qfiniti 1.5 enhances key features in the areas of business and quality process improvement, evaluation calibration, and remote playback. Combined with Qfiniti´s unique Active Work activity delivery, Qfiniti 1.5 gives quality managers an efficient tool to monitor, evaluate, and coach contact center agents. New features and benefits include:

• Enhanced screen recording features to provide usability into desktop activities both inside and outside the call center;

• Online calibration capabilities to help in evaluation consistency and more frequent fine-tuning of the scoring process;

• Simplified management features so that more time can be spent coaching or analyzing quality trends;

• Automated coaching options to increase agent review opportunities;

• Remote playback to keep quality activities on track and ensure that critical recordings can be heard wherever Qfiniti users are located;

• Additional system refinements to improve the ease of installation and on-site support requirements.

“Our 20 years of industry experience has provided us with the insight and the vision to provide our customers with solutions that make contact centers more efficient and successful,” said Roger Woolley, VP of marketing at etalk. “As the call center becomes a multi-media contact center, the new breed of quality management system has crossed over from just a monitoring tool to a complete optimizer of the call center. Qfiniti 1.5 provides a resourceful solution for effectively managing contact center performance.”

About etalk Qfiniti
etalk Qfiniti is a comprehensive Performance Impact™ solution designed to enable enterprise contact centers to deploy proven, scalable quality monitoring and agent evaluation programs. With Qfiniti, contact centers have the tools to capture telephony and desktop events, evaluate and measure those activities, coach agents, and analyze its entire quality program.

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.