Knowlagent Releases Powerful New Solution That Drives Revenue and Improves Customer Loyalty from the Call Center

Business Wire, Nov 17, 2005

ATLANTA -- Knowlagent r8 Next Generation Solution Combines Stakeholder Views, Sensing and Profiling Technology to Transport Call Center Business to Next Level

Knowlagent, the only software provider with a strategic solution that drives revenue and customer loyalty initiatives in forward-thinking call centers, today announced the general availability of r8, the next generation of the company's award-winning, patented technology solution for the call center industry.

In the Mar. 22, 2005 "Cool Vendors in Customer Relationship Management" report by Gartner, Knowlagent's not yet released solution was described as a "powerful proposition" by Gartner Analyst Jim Davies. In particular, the solution's stakeholder-specific consoles, advanced sensing and profiling capabilities were the new attributes that were identified as adding a strong component to an overall well-built product.

The Knowlagent solution has grown with the changing needs of the call center, which once was solely focused on cost reduction and efficiency. The mandate today is a more strategic challenge of delivering value through the call center. Knowlagent r8 enables companies to effectively align all the key call center elements to meet the most pressing challenges that impact the attainment of revenue goals and customer satisfaction results.

To meet these two most cited key initiatives in the call center the solution offers companies the advantages of a proven methodology combined with patented technology and integrations.

Without disrupting call volume, the solution automatically individualizes strategies to improve the performance of every agent, every day. It also recognizes the key role played by coaches in the success of any call center initiative and provides institutionalized processes and tools to give them more time to coach and better information to do their job.

"Companies that continue to address their call centers as cost centers and base their goals on a volume-based business model are not seeing the total value of this critical asset," said Rusty Gordon, chief executive officer of Knowlagent. "Knowlagent - and r8 specifically - is helping companies with the right course of action when they face the fact that 'business as usual' won't work any longer."

First previewed to attendees at Knowlagent's Catalyst customer conference earlier this year, r8 is now available as a solution for any company currently facing the need to change its call center operations from an expense item to a valuable asset.

Knowlagent r8 new key capabilities include:

--Role-based consoles for the agent and the supervisor/coach that provide dashboards to monitor activity, and actions to improve performance in the call center.

--Sensing Technology, which tracks and reports on key agent desktop behaviors in real time without requiring any integration with the other applications on the agent's desktop.

--Profiling Technology that identifies agent traits and job-related behaviors to provide coaching insight and remedies, and ultimately to aid in choosing the right agents for the right jobs.

Because it is often difficult for organizations to determine true return on investment for a solution, Knowlagent's guaranteed JumpStart:Sales program provides executives with a low-risk, high-reward way to prove the value Knowlagent r8 can provide for their organization. The JumpStart:Sales program is a proven, repeatable program that accelerates sales in the customer service center without disrupting current service levels and other operational metrics. The foundation of this program is Knowlagent's r8 solution, which provides the only complete roadmap for successfully and rapidly driving revenue through the service channel with a combination of tools and proven processes that guarantee measurable revenue results in less than 60 days.

Knowlagent was recently recognized by the Deloitte Technology Fast 500 ranking, the Deloitte Technology Fast 50 program in Georgia, and by Software Magazine's annual "Software 500" ranking, for the fifth consecutive year. The company's patented solution has received numerous "Product of the Year" designations from Customer Inter@ction Solutions magazine and Call Center Magazine, while both the company's Chief Executive Officer Rusty Gordon and Co-founder Matt McConnell have been included in Catalyst magazine's "Top 50 Entrepreneurs in Atlanta" list.

"Why Aren't They Coaching in the Call Center?", a white paper summarizing a study conducted by Knowlagent, found that while companies recognize the importance coaching plays in reaching its business goals, it is one of the most often under utilized methods. Mainly, companies are struggling with how to deliver coaching, and how to make it more effective. Knowlagent r8 answers both of these problems. Please visit www.Knowlagent.com to obtain the full white paper on coaching, or for more information on this study.

About Knowlagent:

Founded in 1995, Knowlagent is a privately held company headquartered in Alpharetta, Ga. It is the only software provider that addresses the call center's strategic challenges of building a value-based business from a volume-driven environment. Because Knowlagent r8 was built exclusively for the call center, it integrates seamlessly with the existing technology and specialized work environment to drive the whole business toward extraordinary value. Knowlagent is the foundation of sales and service excellence every day for Fortune 500 companies in the financial services, retail, telecommunications and healthcare industries. For more information, call 888-566-9457 or visit www.knowlagent.com.