Informiam’s ClearPath to be deployed by Cox Communications with Cisco IP Contact Center Solution

ATLANTA (March 15, 2006) — Informiam, the leading provider of real-time performance management software for contact centers, announced today that Cox Communications is deploying ClearPath for Contact Centers to provide system-wide, real-time visibility into the operations of their North American customer service centers. ClearPath is being deployed in conjunction with Cox’s recently announced Cisco Internet Protocol Contact Center (IPCC) solution to allow for comprehensive visibility of customer operations across their 19 North American contact centers.

“Now that we are upgrading and virtualizing our infrastructure on Cisco’s IP contact center products, it is essential that we have improved real-time visibility at both a local and enterprise-wide level. We require a proactive support environment to ensure our customers receive an immediate response.” said Joel McGinley, Executive Director of Contact Center Applications for Cox Communications. “ClearPath gets us there. We will be able to capture our contact center data in real-time and use it to improve customer-facing operations throughout our organization.”

Informiam’s ClearPath Suite consolidates information from multi-vendor transactional systems across disparate sites, then correlates and communicates the “what and why” behind changing conditions to appropriate management in real-time. For IP based contact centers, real-time analysis is especially important due to the virtualized nature of the resources being deployed. Cox will be using the enhanced business visibility provided by ClearPath to maintain staffing efficiency, identify revenue optimization opportunities and deliver a consistent customer experience.

“Today’s contact centers process thousands of transactions every minute yet most organizations still rely on data that provides incomplete and delayed views of their business,” explained Bruce Werner, Vice President of Business Development of Informiam. “With ClearPath, Cox will be able to compare and contrast performance within and across all of their markets and make immediate adjustments to improve every facet of the transaction cycle from customer support to sales.”

“Customer expectations for a superior service experience have never been higher. We believe companies like Cox, that understand and react to their customers needs in real-time, are setting the bar for the future of the customer experience. Informiam’s product line will serve as an important piece of their strategy and allow Cox to understand and react to challenges and opportunities at “customer speed”. We are very proud to work with such a progressive organization as Cox Communications” said Stuart Granger, president and COO of Informiam.

About Informiam
Informiam is the pioneer in Real-Time Performance Management solutions for enterprise contact centers. Informiam’s ClearPath product suite delivers critical information for Fortune 1000 organizations seeking to navigate business operations in real-time. ClearPath consolidates disparate data stores, correlates various business and productivity metrics, and communicates workflows to a wide range of interactive displays and mobile devices in real-time. Informiam delivers ClearPath for Contact Centers to customers across an array of industries including Financial Services, Retail, Telecommunications, Hospitality, and Logistics. For more information, call 678-762-0661.