[February 01, 2005] Dictaphone Launches New ContactPoint Software Release at Call Center Demo & Conference Dallas 2005 Tweet DALLAS & STRATFORD, Conn. --(Business Wire)-- Feb. 1, 2005 -- Customer-Driven Features Enhance Dictaphone's Workforce Relationship Management(TM) Solution for Optimizing Contact Center Performance Dictaphone Corporation's Communications Recording Systems (CRS(TM)) group today announced significant feature enhancements to its ContactPoint(TM) Workforce Relationship Management solution for contact centers. The announcement was made at the Call Center Demo & Conference Dallas 2005. Dictaphone's ContactPoint Workforce Relationship Management solution provides a fully-integrated solution for optimizing agent performance, focusing on three major functions: recruiting, training and assessments. The ContactPoint software suite is comprised of three modules - Recruiter, Trainer, and Assessor - that are linked together through a common competency model detailing the skills, knowledge and abilities agents need to be successful. Once identified and captured in ContactPoint, this competency model can be applied to the contact center's hiring, training, and assessment programs to increase agent effectiveness and improve customer service. "As the first solution to address agent performance from a total life-cycle standpoint, ContactPoint is already revolutionizing the way that contact centers hire, train, assess and motivate their agent workforce," commented John Kaiser, vice president of global marketing for Dictaphone CRS. "Now, ContactPoint's new features give contact center managers even better tools for optimizing performance, such as enhanced tracking of coaching and training activities, and more flexible, automated reporting capabilities." Included among the new ContactPoint features are: An Assessment Workflow Tracking Engine ContactPoint's new assessment workflow tracking engine helps contact center managers more effectively identify and track specific problem areas for agents, all the way through to their resolution, to ensure proper steps are being taken to improve agent performance. Specifically, it allows managers to: -- Flag items on agent assessment forms to indicate specific performance issues -- Determine the appropriate action steps for improving agent performance -- (e.g. coaching, training, or some other user-definable follow up category) -- Track and report on these follow up activities from start to finish A Report Scheduler for Flexible, Automated Reporting While conducting agent assessments is important, having the ability to derive meaningful information from the assessments is equally important. ContactPoint's automated report scheduler provides contact center managers with timely, meaningful information while improving productivity and saving valuable time. Specifically, it enables managers to: -- Create report "templates" by specifying various report criteria: -- Time frames, data elements, and roll-up categories (e.g. based on specific assessment questions, agents, campaigns, centers, etc.) -- Generate customized reports to fit individual contact centers needs -- More than 1,700 customized reports can be created -- Run reports automatically based on pre-specified schedules (e.g. daily, weekly, monthly, etc.) -- Automate the distribution of selected reports to specified recipients (by email) -- Generate reports using data available through each of the three ContactPoint modules ContactPoint Trainer Enhancements Using ContactPoint Trainer, contact centers can import SCORM-compliant training material and deliver that material directly to agents' desktops. New enhancements to Dictaphone's ContactPoint Trainer module save contact center managers time, by automatically tracking the training status of every agent, relative to individual learning modules. The system keeps track of which learning modules agents have been assigned, which ones have been started or completed, the agent's progress (percent of modules completed), and the agent's actual results or test scores. Other new Trainer features include a "randomized question capability" which randomizes the order of questions in a specific learning module to prevent duplication of tests administered between agents, and the ability to create timed tests, which require an agent to complete a test within a specific time period. The new version of ContactPoint also includes other new features, such as an enhancement to the incentive management system, which allows contact centers to link agent assessments with merits and incentives so agents can be rewarded for exceptional call handling. Additionally, it gives managers the ability to create multi-dimensional assessment forms by specifying conditional questions. For example, as a supervisor is completing an assessment, if the score on one assessment question indicates a particular problem area for the agent, the system will automatically lead the supervisor to a different set of assessment criteria/questions that enable the manager to have a clearer understanding of the nature and cause of the problem and implement appropriate action. "Since its launch in August 2003, ContactPoint has been installed in contact centers employing more than 18,000 agent positions," added Kaiser. "With the addition of these new customer-driven features, we're looking forward to another banner year." The new ContactPoint software release is available immediately. About Dictaphone Corporation's Communications Recording Systems (CRS)(TM) Group With thousands of installed customers worldwide, Dictaphone Corporation's Communications Recording Systems (CRS(TM)) Group is a leading provider of recording and monitoring systems for contact centers and Workforce Relationship Management(TM) solutions designed to optimize agent performance. Dictaphone CRS is a division of the Stratford, Connecticut-based Dictaphone Corporation. Dictaphone's ContactPoint Workforce Relationship Management solution helps optimize agent performance by helping contact centers hire and retain the best agents, assess them fairly and consistently, and empower them with the right training and rewards. The centerpiece of ContactPoint is a competency model that enables the creation of job profiles that outline the skills, knowledge and abilities that agents need to be successful. Once identified, these skills, knowledge and abilities can then be systematically applied to the contact center's hiring, training, and assessment programs using ContactPoint, to help increase agent effectiveness and improve customer service. The ContactPoint solution was designed to work in combination with Dictaphone's Freedom(R) Enterprise system. Freedom Enterprise records customer/agent interactions, using standard voice recording or Voice over Internet Protocol (VoIP) recording. The agent's desktop screen activity can also be captured. Other features supported by ContactPoint and Freedom Enterprise include: remote playback via Web access; Computer Telephony Integration (CTI) for data capture, service observe, and advanced analytics; and integration to legacy HR systems to capture recruitment, assessment and training data. For more information, call 1-800-886-4908, or visit www.dictaphone.com. Safe Harbor Statement This press release includes forward-looking statements within the meaning of Section 21(e) of the Securities Exchange Act of 1934. These statements are based on Dictaphone Corporation's current expectations and estimates as to prospective events and circumstances that may or may not be in Dictaphone Corporation's control and as to which there can be no firm assurances given. These forward-looking statements are subject to risks and uncertainties and there can be no assurance that any of these forward-looking statements may prove to be correct and actual results may differ materially. These risks and uncertainties include, but are not limited to, economic conditions in the U.S. and abroad, the ability to complete and deliver products and services within currently estimated time frames and budgets, the ability to effectively manage diverse and geographically dispersed operations, difficulties with integrating product plans, schedules and resources, potential that the information and estimates used to predict future performance were not accurate, market acceptance of Dictaphone Corporation's products, competitive products, pricing pressures, and other risks. Dictaphone Corporation disclaims any intent or obligation to update these forward-looking statements. Dictaphone(R), Freedom(R), Communication Recording Systems(TM), CRS(TM), ContactPoint(TM) and Workforce Relationship Management(TM) are trademarks or registered trademarks owned by Dictaphone Corporation. Other products or marks referenced herein may be trademarks of their respective owners. Dictaphone Corporation's Freedom(R) recording system is the subject of U.S. and foreign patents and patent applications.(C) Copyright 2004 Dictaphone Corporation, all rights reserved. [ Back To TMCnet.com's Homepage ]