Frost & Sullivan Names Knowlagent Market Leader for Contact Center E-Learning

Business Wire, Oct 31, 2002

Business Editors/High-Tech Writers

ATLANTA--(BUSINESS WIRE)--Oct. 31, 2002

464% Revenue Growth, Integration Core Competency and

Unique PROPEL Methodology Contribute to Leadership Recognition

Knowlagent, the exclusive provider of contact center e-Learning solutions that align employee performance with company objectives, announced today that leading industry analyst organization, Frost & Sullivan, has named Knowlagent the market leader for contact center e-Learning in North America.

In the report, North American Agent Performance Optimization Software Markets, Frost & Sullivan recognizes contact center e-Learning as a unique category, separate from quality monitoring, workforce management and analytics. According to the report, Knowlagent pioneered the contact center e-Learning market and is the only stand-alone provider focusing on the unique needs of the contact center. The company's success can be attributed to revenue growth, the strength of its e-Learning platform and its unique methodology for ensuring customer success--PROPEL.

Knowlagent became profitable in the first quarter of 2002 and is projecting year-over-year revenue growth of 464%. Knowlagent has experienced a 98% increase in its customer base this year adding several new clients. They include Convergys, AT&T Broadband, LG&E Energy Corp., and the California State Automobile Association.

Unlike any other e-Learning provider, Knowlagent's platform integrates with every major ACD, workforce management, and quality monitoring system to leverage previous technology investments. Through its patented integration engines - RightTime and RightContent(TM) - Knowlagent identifies individual agent performance gaps and skill deficiencies and addresses them by delivering high-impact, customized content directly to the desktop during forecasted and un-forecasted workflow downtimes. PROPEL revolutionizes the approach to evaluating contact center effectiveness by identifying the causal factors that prohibit achievement of prioritized business objectives and delivers a customized Learning Strategy(TM) to change agent behavior.

The report states that e-Learning closes the loop in the performance optimization process and ultimately improves agent performance, resulting in decreased training costs, increased up-sell/cross-sell conversions and the delivery of consistent, predictable customer service. These benefits have led to substantial increases in the investments being made in stand-alone e-Learning solutions and will continue to fuel the market over the next several years. Additional factors driving the growth of the e-Learning market include:

-- Maintaining or advancing competitive position by ensuring quality customer service is provided.

-- Cost-cutting benefits.

-- Improving morale and increasing satisfaction and retention.

"This is a milestone in the history of Knowlagent," said Rusty Gordon, CEO of Knowlagent. "We take pride in Frost & Sullivan's recognition of Knowlagent, further validating our market leadership in North America with regard to contact center e-Learning. With this year's report, the understanding that employee performance is a key part of delivering superior service has been recognized. Executives now have the opportunity and tools to do something about it."

About Knowlagent

Unlike any other e-Learning system, Knowlagent's platform integrates with every major ACD, Workforce Management and Quality Monitoring system to leverage previous call center investments. Through its patented integration engines - RightTime and RightContent(TM) - Knowlagent identifies individual agent performance gaps and skill deficiencies and addresses them by delivering high-impact, customized content directly to the desktop, at the most teachable moment, during forecasted and un-forecasted workflow downtimes. This allows organizations to improve agent knowledge and skills before they adversely affect customer service, which ultimately leads to a predictable, consistent customer experience. Each year, Knowlagent delivers more than 5 million individualized learning breaks to contact center agents globally. For more information, call 888-566-9457 or visit www.knowlagent.com.