Contact Center Solutions Industry News
ETALK WINS 2004 CRM EXCELLENCE AWARD

[April 28, 2004]

ETALK WINS 2004 CRM EXCELLENCE AWARD

etalk Corporation, the global leader of Performance Impact™ solutions for contact centers, announced it has won a 2004 CRM Excellence Award from Customer Inter@ction Solutions™ magazine for its etalk Recorder™, etalk Qfiniti™ and etalk Survey™ products. The fifth-annual CRM Excellence Awards are presented to companies whose products or services have proven invaluable in helping their clients implement successful CRM strategies and maintain customer relationships from acquisition through retention.

etalk submitted the winning entry based on the success of its Performance Impact solutions at MidAmerican Energy, the largest utility in Iowa. etalk’s solutions helped the energy company go beyond traditional quality monitoring in its contact centers to achieve greater operational efficiencies and increased accuracy within its billing center, and improve quality service levels with its field technicians.

“This year’s winners were chosen on the basis of their product’s ability to help extend and expand the customer relationship to become all-encompassing, covering the total enterprise and the entire lifetime of the customer,” said Tracey Schelmetic, editorial director, Customer Inter@ction Solutions magazine. “etalk demonstrated this value with MidAmerican Energy and showed how its solutions can transcend and impact multiple areas of the business, both in and outside the contact center.”

MidAmerican Energy first began using etalk’s Performance Impact solutions in its quality monitoring program, in which etalk Recorder replaced the company’s archaic call recording equipment consisting of handheld tape recorders. It then began using etalk Survey to conduct inbound surveys to assess the effectiveness of the contact center associate, and outbound surveys that assess the effectiveness of the company’s field technicians on orders issued by its contact center associates. Most recently, MidAmerican Energy started using etalk Qfiniti in its billing department where managers are capturing screen activity to assess the usability and functionality of billing procedures, and to monitor general agent activity.

“MidAmerican Energy is truly going beyond the basic capabilities of most quality monitoring solutions and in doing so, is making an impact on the business from an enterprise level,” said Roger Woolley, vice president of marketing for etalk. “Having Customer Inter@ction Solutions recognize this is important because it not just serves as a validation for what we’ve been saying about our products, it shows other companies how they too can benefit from this innovative approach to quality beyond the contact center.”

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