Comverse Infosys Introduces e-Cording to Record and Monitor Web and VoIP Interactions for Contact Centers

Business Wire, Feb 9, 2000

Business &Technology Editors

WOODBURY, N.Y.--(BUSINESS WIRE)--Feb. 9, 2000

Comverse Infosys, Inc., a subsidiary of Comverse Technology, Inc. (NASDAQ: CMVT) and a global leader in digital recording technology and market leader in providing Intelligent Recording(TM) solutions for contact centers, announced today e-Cording(TM), a multimedia capture technology that enables contact centers to record and monitor Web interactions with their customers. The new application allows contact centers to monitor and analyze e-commerce interactions including Web page navigation, collaboration, customer-agent chat, agent &uot;push&uot;, and e-mail. Voice over Internet Protocol (VoIP) is captured by e-Cording as well.

e-Cording is a sophisticated capture technology that allows contact centers to monitor and assess the effectiveness of their Web offerings, self-help programs, as well as agent interactions. It is offered as an application with rules-based triggers and automated analysis to further define, manage and enhance the Customer Xperience(TM) in the multimedia contact center.

&uot;e-Cording is Comverse's entry into multimedia Customer Xperience monitoring,&uot; said Dan Bodner, President and CEO, Comverse Infosys, Inc. &uot;Contact Centers are offering their customers a variety of contact methods and the Web has revolutionized both sales and service. It is time to start monitoring and assessing agent effectiveness to assure that the customer experience is uniform across all media contact points.&uot;

Comverse Infosys, Inc., based in Woodbury, New York is a world leader in the development, manufacture and marketing of digital recording and monitoring systems with multiple applications for contact centers, public network providers, government and law enforcement agencies. The company's products are installed in financial institutions, customer service centers, telemarketing centers, and other contact centers worldwide. Comverse Infosys has a global presence with sales and support services across the U.S. and in 45 countries including Canada, France, Germany, Hong Kong, Israel, Japan, Mexico, Netherlands, Singapore and the United Kingdom. Comverse Infosys is a subsidiary of Comverse Technology, Inc., an S& 500 and NASDAQ-100 Index Company and the world's largest provider (through its Comverse Network Systems Division) of systems and software enabling enhanced services for wireless and wireline communications network operators. For more information on Comverse Infosys, Inc., visit Comverse at www.cominfosys.com.

Intelligent Recording, e-Cording and Customer Xperience Suite are trademarks of Comverse Infosys, Inc.