etalk Fortifies Award-Winning Product Portfolio With Compelling Array Of Consulting Services

Strategic move addresses growing market demand for contact center consulting services that make the most of performance monitoring and management investments for customers

Irving, TX - September 22, 2004 - etalk Corporation, the leading provider of maximum Performance Impact™ solutions for enterprise contact centers, announced today a new set of consulting services for contact center customers that allow them to maximize their investments in performance management by optimizing solutions for their unique needs.

etalk is offering three new distinct consultative services to help contact center customers get the most out of their performance management capabilities. The first offering is a comprehensive assessment of the customer’s contact center solutions environment that analyzes its current processes, identifies strengths and opportunities for improvement, and recommends actionable items for immediate improvement. The second offering helps customers design and implement a complete call monitoring program that optimizes performance management for the contact center. The third offering helps customers create a database, or call library, of digital recordings extracted from etalk Qfiniti™ or Recorder®, and use it to identify best practices, such as tracking marketing campaigns, training programs, successful solution selling techniques, and product offerings.

“We know we can help our customers realize even more benefits from our consulting services,” said Roger Lee, etalk’s newly-appointed director of consulting services. “Our guidance and recommendations account for factors such as customer intimacy, operational excellence, and innovation—all of which can be applied to help customers make progress on their quality journey with measurable results.”

Ecolab, the leading global developer and marketer of premium cleaning, sanitizing, pest elimination, maintenance and repair products and services for the world’s hospitality, institutional and industrial markets, is among the first etalk customers to use these consulting services to ensure a maximum return on their investment.

“We’re strong advocates of continuous improvement, and one of our major goals in 2005 is to meet ISO requirements for our contact centers,” said Dean Hanson, Ecolab’s director of customer service. “etalk is playing a big role in that effort by analyzing our strengths as well as our areas for improvement. They’ve done a thorough job, and we’ve been able to implement immediate improvements to the program. These services have certainly exceeded my expectations, and are generating new excitement in the quality program by our team.”

“Our consulting services approach is holistic, and employs best practices such as Lean concepts and Six Sigma,” Lee added. “We can clearly understand how all of the parts and touch-points of a contact center fit into a customer’s overall business system.”

About Ecolab
With 2003 sales $3.8 billion, Ecolab is the leading global developer and marketer of premium cleaning, sanitizing, pest elimination, maintenance and repair products and services for the hospitality, foodservice, institutional and industrial markets. Ecolab shares are traded on the New York Stock Exchange under the symbol ECL.

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.