Business Editors and High-Tech Writers
WOODBURY, N.Y.--(BUSINESS WIRE)--July 31, 2001
Contact Center Leaders To Offer PricewaterhouseCoopers' pdchange
Scorecarding Service, Benchmarking Products And Comverse Infosys'
ULTRA Quality Assurance To Contact Centers Globally
Comverse Infosys Inc., a subsidiary of Comverse Technology, Inc. (NASDAQ: CMVT) and a leading provider of business intelligence through digital voice, data and video recording for contact centers, government, law enforcement and other commercial applications, announced today that it has reached an agreement with PricewaterhouseCoopers LLP to co-market and sell on a global basis a variety of quality assessment and benchmarking tools and services for contact centers.
The agreement includes pdchange, the internet-based application service through which PricewaterhouseCoopers offers evaluation and benchmarking of agent performance for contact centers, as well as the integration of the pdchange evaluation tool into Comverse Infosys' ULTRA(TM) Intelligent Recording(TM) and monitoring products. Comverse Infosys and PricewaterhouseCoopers will also work to jointly develop new applications to enhance agent performance and improve contact center quality. Comverse Infosys' contact center monitoring products include real-time monitoring with e-coaching tools, multi-channel agent performance measurement, synchronized ScreenCapture(TM), and customer relationship management (CRM) enhancement offerings such as Voice in CRM (vCRM(TM)), a unique Comverse Infosys application recently introduced in PricewaterhouseCoopers' CRMLive(TM) exhibit.
The combination of Comverse Infosys' products and PricewaterhouseCoopers' pdchange services brings a special offering to the contact center market. By combining "best of breed" technology from Comverse Infosys with the pdchange product and service offering, contact centers can more accurately measure agent performance, increase customer satisfaction, reduce the costs of training and acquiring agents and grow profitability.
"We are very pleased to have teamed with a leader like PricewaterhouseCoopers to improve the quality assurance market in contact centers," said Dan Bodner, President and CEO of Comverse Infosys. "Comverse has built a powerful platform to improve contact center effectiveness through Intelligent Recording, customer experience management and voice analytics to help companies create the Customer-Intelligent Enterprise. PricewaterhouseCoopers is a recognized leader in implementing quality assurance, CRM and business intelligence solutions."
"The agreement with Comverse enables us to offer pdchange and our contact center quality assurance programs in conjunction with a leader in recording and contact center solutions," said Stanley Brown, Leader of PricewaterhouseCoopers' Centre of Excellence in Customer Care. "The Comverse solutions are an important set of analysis tools that help improve agent performance, customer experience and processes in today's competitive business environment."
About PricewaterhouseCoopers
The Management Consulting Services practice of PricewaterhouseCoopers helps clients maximize their business performance by integrating strategic change, process improvements and technology solutions. Through a worldwide network of skills and resources, consultants manage complex projects with global capabilities and local knowledge, from strategy through implementation. PricewaterhouseCoopers (www.pwcglobal.com) is the world's largest professional services organization. Drawing on the knowledge and skills of more than 150,000 people in 150 countries, we help our clients solve complex business problems and measurably enhance their ability to build value, manage risk and improve performance in an Internet-enabled world.
PricewaterhouseCoopers refers to the member firms of the worldwide PricewaterhouseCoopers organization.
About Comverse Infosys, Inc.
Comverse Infosys, Inc., based in Woodbury, New York is a world leader in the development, manufacture and marketing of business intelligence through digital recording of voice, data and video for contact centers, government, law enforcement and other commercial applications. The company's products are installed in financial institutions, customer service centers, telemarketing centers, and other contact centers worldwide. Comverse Infosys has a global presence with sales and support services across the U.S. and in 50 countries including Australia, Brazil, Canada, France, Germany, Hong Kong, Israel, Japan, Mexico, the Netherlands, Singapore and the United Kingdom. Comverse Infosys is a subsidiary of Comverse Technology, Inc., an S&P 500 and NASDAQ-100 Index Company and the world's largest provider of systems and software enabling enhanced services for wireless and wireline communications network operators. For more information on Comverse Infosys, Inc., visit us at www.cominfosys.com.
About Comverse Technology, Inc.
Comverse Technology, Inc., headquartered in Woodbury, New York, designs, develops, manufactures and markets computer and telecommunications systems and software for communications and information processing applications. In addition to its Infosys Division, Comverse Technology's operations include Comverse which is the world's leading supplier of systems and software enabling network-based enhanced services; and Ulticom, which is a leading provider of network signaling software for wireless, wireline, and Internet communication services. Comverse Technology is an S&P 500 and NASDAQ-100 Index company. Visit Comverse Technology's web site at www.cmvt.com.
Intelligent Recording, ULTRA, ScreenCapture and vCRM are trademarks of Comverse Infosys, Inc. All other trademarks and registration marks are the property of their respective companies.
Certain information included in this press release is forward-looking and is subject to important risks and uncertainties. The results or events predicted in these statements may differ materially from actual results or events.
Note to Editors: The name PricewaterhouseCoopers is one word, with upper case P, upper case C, and all other letters in lower case.
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