|
Newsletters
|
|
|
|
|
|
WirelessDevNet.com Press Release
Arch Wireless Selects etalk's Performance Impact Solutions
IRVING, Texas--March 2, 2004--etalk Corporation, the global leader of Performance Impact(TM) solutions for contact centers, announced today Arch Wireless (Nasdaq: AWIN, BSE: AWL), a leading wireless messaging and mobile information company, has selected etalk Recorder(R) and etalk Advisor(TM) to enhance its quality monitoring program across a distributed network of four contact centers throughout the U.S. Arch Wireless will save its agents crucial amounts of time by using etalk Recorder to automate and digitally capture voice and screen customer interactions while Advisor will help evenly score and evaluate customer calls allowing managers to deliver critical performance evaluation data to its contact center agents.
As the premier provider of end-to-end wireless enterprise solutions, wireless e-mail, instant text messaging and mobile Internet access, Arch Wireless serves a customer base of several million individual subscribers and hundreds of Fortune 1000 companies. The company employs close to 400 agents across four call centers located in Irving, Texas, Charlotte, N.C., Boston, Mass., and Latham, N.Y. that handle an average of 80,000 customer calls each week. With the strategy of making its customers' daily lives "on-the-go" easier and more manageable, Arch Wireless continually focuses on raising the quality and efficiencies in its contact centers.
Arch Wireless selected etalk's Recorder and Advisor solutions because they are best suited for enterprise environments with multiple contact center locations. The combination of user functionality and superior technology makes it easy for Arch Wireless to record customer-agent conversations, pinpoint areas of improvement and deliver timely feedback to agents to improve the quality of service customers receive. In addition, both products are uniquely designed to integrate and share information across multiple locations thereby making it easier to manage the quality performance program from any vantage point.
"In the wireless industry, customer retention is of paramount importance, we have the opportunity to increase our subscriber base by retaining loyal customers and attracting new ones," said Jim Grace, senior business analyst at Arch Wireless. "In order to achieve this, our standards of quality and customer service have to be top notch. We chose etalk to help improve the quality and efficiencies in our customer contact centers. Not only are its products superior and perfectly geared towards high-volume, multi-site environments, but the company's technical support team and customer responsiveness are heads and shoulders above the rest."
Recorder saves Arch Wireless' managers time by helping them determine which calls and screen activity to automatically monitor. In addition, Recorder boosts user convenience with the flexibility of on-demand recording, and its synchronized recording and playback capabilities allow Arch Wireless to easily store, review and evaluate any aspect of an agent's interaction with a customer.
Advisor allows Arch Wireless to deliver easily accessible, detailed information on the quality and productivity of customer contact personnel. Its high-touch interface helps Arch Wireless' contact center managers to spot performance trends more quickly, so they can better respond with incentives, additional training, or other measures to improve quality.
"Being selected by Arch Wireless, a company well-known for its dedication and commitment to quality customer service is a true honor," said Scott Shute, president and CEO of etalk. "Arch Wireless' large volume, multi-site contact center configuration represents the ideal environment for our products and we look forward to leveraging our knowledge and track record of success in telecommunications environments to help Arch Wireless enhance its quality monitoring program."
About Arch Wireless
Arch Wireless, Inc., headquartered in Westborough, Mass., is a leading wireless messaging and mobile information company with operations throughout the United States. It offers a full range of wireless messaging and wireless e-mail services, including mobile data solutions for the enterprise, to business and retail customers nationwide. Arch provides services to customers in all 50 states, the District of Columbia, Puerto Rico, Canada, Mexico and in the Caribbean principally through a nationwide direct sales force, as well as through indirect resellers, retailers and other strategic partners. Additional information on Arch is available on the Internet at www.arch.com.
About etalk
etalk is a global leader of Performance Impact solutions for enterprise contact centers. Since its inception in 1983, etalk solutions have been used to build valuable long-term customer relationships at more than 1,500 worldwide contact centers, including SRP, MidAmerican Energy, Entergy, AFLAC, ePerformax, Ticketmaster, CIGNA, and BlueCross and BlueShield. The etalk suite of integrated solutions, including the Qfiniti(R), JASS(TM), Recorder, Advisor, Expert(TM) and Survey(TM), improve both customer service and the CRM decision-making process. Using etalk advanced call center technologies; customers can achieve higher incremental sales, revenue per customer, and overall profits while increasing customer satisfaction and loyalty. etalk operates in more than 40 countries through the etalk Worldwide Business Partner Program.
|
|
|
