Teleformix™ Releases Version 2.0

Schaumburg, IL, October 20, 2004 - Teleformix™ announces the release of 2.0, a browser-based Quality Assurance solution, configured for both digital and VoIP environments. contains a host of powerful CRM technologies including a new, flexible Recording Plan™ module, which provides for tailored call capturing. Additional advances include Enhanced Analytics that identify QA trends among subsets of agent populations, as well as a revised and more intuitive user interface.

Teleformix™'s Sales Manager Brian Chamberlain drove the implementation of this new technology in this latest release of . "As more businesses focus on marketing new products to existing customers, Relationship Management Technologies™ (RMTs) have become a cornerstone of today's call center environments." To ensure customer retention and increase client purchasing, corporations are targeting known loyalty segments. " offers a wide array of tools to measure and quantify the exchanges between CSRs and Customers, and with the release of 2.0, access to these statistics is seamless, and easily put into practice."

RMT upgrades in 2.0 include:

RecordingPlanTM Access Control capabilities, an extension classification utility CRM Sales Potential Index via OnDemand QA Reporting metrics pinpoint specific CSR issues and strengths Enhanced Call retrieval facilitates quick dispute resolution StreamTM offers “Real-Time” Administrative access to calls

Having the capability to answer and handle disputes without transferring a call is an important business challenge. Statistically, transferred customers are less likely to be candidates for a potential up-sell / cross-sell opportunities. Addressing this directly, 2.0 features a powerful Follow Transfer feature, which affords independent QA Evaluation capabilities to an entire string of transferred calls. "Keying in on the reasons why CSRs transfer calls can shed a tremendous amount of light on how to better retain this at-risk customer population," Chamberlain recounted. " Reporting now affords QA Administrators with an unprecedented level of clarity on CSR performance, leading to a more proficient CSR."

Designed to interface with Avaya's Definity G3R/SI and the S8700 Series, boasts the highest level of integration of any call recording / Quality Assurance Solution on the market today. These findings are published independently and verified by Avaya's Developer Connection Program.

About Teleformix™

Teleformix™, a leading developer of CRM/e-CRM Enterprise-Class software applications for the Banking, Financial Services and Marketing industries, offers a comprehensive range of competitively priced software solutions that are designed to manage today's fast paced business transaction challenges by optimizing performance and providing a rapid ROI.

Contact Information
Brian Chamberlain
2100 Golf Road
Suite 460
Rolling Meadows, Il 60008
1-800-513-4000
sales@teleformix.com