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Fredericton, NB — October 21, 2010

East-European Communications Services, a provider of telecom services since 1995, announces the successful upgrade of its contact center technology platform with the deployment of Q-Suite 5.0, a leading call center software for Asterisk. By deploying Q-Suite 5.0 with its powerful ACD and Predictive Dialer, East-European Communications Services is enhancing the functionality of its contact center in order to improve service offerings, increase productivity and lower operating costs.

In addition to its advanced call center ACD with skills-based routing and efficient self-pacing Predictive Dialer, Q-Suite 5.0 offers an industry leading multi-language Script Builder for developing agent-customer interaction scripts. This upgrade permits East-European Communications Services to easily collect and analyze real-time and historical call data, develop the dynamic scripts demanded by its wide-ranging client base, integrate efficiently with their back-end databases, make cost effective use of telecom trunks, utilize at-home agents, as well as analyze other information to improve organizational performance.

“We were in need of a scalable, cost effective call center software with a feature rich ACD to expand from our existing Cisco based infrastructure,” says Sergii Tkachov, Chief Development Officer of East-European Communications Services. “We were looking for an open and functionally rich contact center technology platform to co-exist with our existing Cisco deployment and at the same time give us the flexibility of implementing a wider range of strategies to improve and expand our services. Our initial field tests of Indosoft call center software confirmed Q-Suite 5.0 as the most advanced, highly functional and feature-rich call center solution for Asterisk. But what really impressed us was the unique support we received during the implementation process. With the ability to exercise full control over the technology platform, we placed a number of demands on the call center software. At each point, Indosoft demonstrated the industry leadership of Q-Suite 5.0 as a call center software by fully meeting our demands.”

“East-European Communications Services is creating a winning call center strategy with its recent deployment of Q-Suite 5.0 call center ACD software,” says Gabe Bourque, VP at Indosoft. “In Asterisk you have a proven, well supported next-generation telephony platform sustained and supported by Digium. In Q-Suite 5.0, you have an out of the box call center software that provides you with all the features necessary for a next-generation contact center. Asterisk-based architecture makes Q-Suite 5.0 ideally suited for migrating from legacy to IP platforms. Q-Suite 5.0’s Web Interface, rich API and Agent Session Controller for Windows allow for the preservation of all features from such legacy platforms while providing the additional new features found in IP telephony. East-European Communications Services clearly recognizes the value of this call center software for Asterisk and the resulting agent efficiencies, improved results and enhanced customer service that can be achieved. With this new deployment, they are positioned to deliver meaningful results.”

About East-European Communications Services

East-European Communications Services is a Ukrainian based, privately held communications company that specializes in managed inbound and outbound customer service for its clients in the insurance, travel, health, financial and related industries.

About Indosoft Inc.

Indosoft, Inc. is a global provider of call center ACD software for Asterisk. It has been deploying call center software and IP-PBX to medium and large contact centers around the world for over ten years. It also licenses its ACD for Asterisk with .NET and socket library to enterprises utilizing Asterisk in their product line. Indosoft has been making available Q-Suite 5.0 call center ACD software for private label contact center technology solutions.

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Alpharetta, GA — November 16, 2010

Knowlagent, a leading agent productivity solution for the world?s 10 million call center agents, today announced the release of Knowlagent 8.5, a software upgrade designed to further reduce shrinkage in the call center by dramatically expanding the types of off-phone activities delivered to agents during call volume downtime.

Shrinkage ? the part of an agent?s time consumed by activities other than customer interactions ? can take up a considerable amount of an agent?s work day. According to a recent survey conducted by Knowlagent of more than 100 call center executives, as much as 30 percent of an agent?s time can be spent on off-phone activities.

While some of these shrinkage activities ? such as absenteeism and lunch ? are largely outside of the center?s control, many can be completed while agents sit idle, waiting for the next call. With its new release, Knowlagent can deliver these controllable activities ? which equate to about 12 percent of an agent?s day.

Knowlagent?s patented RightTime? technology identifies pockets of downtime in call volume and directs agents to the corresponding system to complete the assigned task. These tasks might include projects, paperwork, call research, emails, and knowledge base reviews, in addition to training and coaching.

?Knowlagent users have minimized idle time for years by delivering Knowlagent?s training and coaching applications during downtime,? said Matt McConnell, Knowlagent CEO. ?Now, with Knowlagent 8.5, they can deliver just about any activity or application to make wait time even more productive, even an existing Learning Management System.?

Knowlagent customers such as Convergys Corporation (NYSE: CVG) were instrumental in developing the new solution. Convergys will use the new capabilities to better serve their clients by ensuring that each agent gets more personalized training, coaching, and communications without affecting service levels.

?There is an increasing number of activities a call center agent must complete each day and with the onset of e-mail, text messaging, chat and social media customer service channels, the agent?s role is expanding,? said Michael Bathon, Convergys VP of Information Technology. ?We anticipate the design of Knowlagent 8.5 will help increase agent productivity and performance, improving our ability to serve the end customer.?

About Knowlagent

Knowlagent provides the only call center software that increases agent utilization by delivering shrinkage activities during idle time. Knowlagent creates active wait time through dynamically delivered sessions for common shrinkage activities between customer interactions. Knowlagent?s solutions are on-demand, easy to use and require no capital expenditures. Over 200,000 agents and managers around the world use Knowlagent?s solutions every day. For more information, call 888-566-9457 or visit us online at http://www.knowlagent.com.

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Tempe, AZ — January 17, 2011

Concierge Communications, a Tempe-based communications and technology broker, today announced that it has received the 2010 Partner Presidents Club Award from inContact. Concierge has partnered with the call center software solution company since 2004 when it was known as UCN.

As a reward for meeting and exceeding revenue expectations, inContact sent its top producing partners, which included Concierge Communications, to San Diego, California. The guests received airfare, a four-night stay in the luxurious Hotel Del Coronado and the choice of a golf or spa event.

?Our partnership with inContact has been very rewarding,? said Perry Chrisler, President of Concierge Communications. ?We?ve had great experiences working with their team and we look forward to many more years of business with them.?

About Concierge Communications

Concierge is a no-cost, national consulting, business communications and technology solutions broker, representing over 40 different business communications providers. Concierge offers a single source for a variety of business technology needs. For more information, visit http://www.conciergecom.com or call 888.353.9900.

Media Contact:

Elyssa Dull

Concierge Communications

Phone: 888.353.9900

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Related Call Center Software Press Releases

We’re very excited to welcome Vocalcom here today. TelStar Hosted has been looking for quite some time for a world leader to be part of our service offering. We’re veterans of the call-center experience, and we have exacting clients who are looking for a product and a service that’s going to carry them into the future, and we’ve been able to find Vocalcom, who is very excited to enter the North American marketplace. They’ll be moving their corporate headquarters here to Denver, and we’ll be marrying their product with our people and our process so we create this very reliable product for the marketplace.

Alpharetta, GA — January 24, 2011

Knowlagent (http://www.knowlagent.com), the leader in call center talent management software solutions, recently hosted another installment of the quarterly User Advisory Council meetings.

Knowlagent?s User Advisory Council continues to encourage communication between customers and the product management team. Participants influence planning, development, and release of new products and features and also have an opportunity to trade best practices.

The fourth quarter meeting of the User Advisory Council featured a presentation from Knowlagent customer Tina Bjork, eLearning Manager at Coca-Cola Refreshments. Bjork shared how her team has integrated Knowlagent into their hiring process and ongoing training efforts. Bjork provided ?a few examples of the improvement that [Coca-Cola] has seen through an increase of Knowlagent usage? include reduced new hire ramp-up time, an eighteen percent increase in employee satisfaction, and a twenty-nine percent decrease in errors.

?One of the things we do to keep up with market needs is allow our customers to share how they use the product and how they?d like to use the product in the future? states Dwight Lucas, Director of Product Management.

In addition to best practices and results from Coca-Cola Refreshments, council members heard from the Customer Relationship Management team as well as the Product Management team who shared results from a recent customer feedback survey that investigated popular enhancement and functionality requests. Additionally, the product management team presented a preview of upcoming features and new capabilities in Knowlagent offerings. The next User Advisory Council meeting is scheduled for February 13.

About Knowlagent

Knowlagent provides the only call center software that increases agent utilization by delivering shrinkage activities during idle time. Knowlagent creates active wait time through dynamically delivered sessions for common shrinkage activities between customer interactions. Knowlagent?s solutions are on-demand, easy to use and require no capital expenditures. Over 200,000 agents and managers around the world use Knowlagent?s solutions every day. For more information, call 888-566-9457 or visit us online at http://www.knowlagent.com.

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