EXCELSIS and almato enable complete dialogue quality monitoring in call centers

External and internal feedback are brought together by integrating dialog portals with quality monitoring

Stuttgart/Filderstadt, 13.02.2007 – EXCELSIS Business Technology AG and almato GmbH integrate solutions to offer a complete quality monitoring of customer calls in call centers. EXCELSIS’ voice-enabled customer survey provides caller feedback, whereas almato provides internal feedback mechanism for team-leaders, trainers and coaches from performing quality monitoring.

Targeted comparisons of both views enable the identification of valuable potential for increased quality. Customers on the telephone not only evaluate a company’s products but also the appearance and presentation of its customer service agents, and their own satisfaction with the called service. “Quick customer feedback enables enterprises to evaluate the effectiveness of marketing- and sales ventures immediately, and take action where necessary” according to Christian Sauter, CEO of EXCELSIS. “The insights gained flows back directly into product development and represents a decisive advantage for the enterprise, which can quickly react to changes in the market.” “Individual feedback about friendliness and competence of an agent is essential for personnel development and increases acceptance of internal evaluation,” states Peter Gißmann, almato CEO. “In sum, EXCELSIS’ voice portals and automated customer surveys alongside almato quality monitoring solutions set a standard for levels of performance and quality in call centers,” concludes Peter Gißmann.

On the technical side, both companies’ products offer important advantages. Almato clients receive out-of-the box integration with market-leading call center environments, such as Avaya, Aspect, Alcatel, Nortel or Siemens. EXCELSIS’ robust standard-software enables an easy integration with existing IVR-Systems on the basis of VoiceXML.

About EXCELSIS

Across the globe, EXCELSIS is one of the leading suppliers of standard application software for speech systems. By using this software, companies from all sorts of sectors can automate their call centers. Furthermore, EXCELSIS offers software especially for the sectors of banking, digital TV, transport, suppliers, and trade as well as intersectional software for information systems, customer management and help desk automation.

Companies from all sectors use EXCELSIS's software, thus lowering their costs and improving their service. 9Live, the town of Augsburg, Cablecom, Deutsche Telekom, EnBW, Jamba!, Medion, Orange, Swisscom, UBS and Vattenfall, to name but a few examples, are all customers.

EXCELSIS has partnerships with globally important technology suppliers such as Alcatel/Genesys, Aspect, Avaya, IBM, Microsoft, Nuance, Intervoice and Telisma and employs over 100 staff in Berlin, Berne, Luxembourg, Singapore, Stuttgart, Sydney and Zurich.

Contact

EXCELSIS Business Technology AG
Daniela Sauter - Head of Marketing
Wilhelmsplatz 8
70182 Stuttgart - Germany

Phone +49 711 6 20 30 113
daniela.sauter@excelsisnet.com