Informiam Extends Product to Everyone in the Enterprise

Upgrades to Informiam Call Analyzer and Informiam Workforce Utilization
Make Critical Data More Valuable to Users at All Levels

Atlanta, GA – May 22, 2007 –Informiam, the leader in Customer Experience Optimization, announced today the release of Informiam Call Analyzer 2.9 and Informiam Workforce Utilization 2.9. The upgrades fulfill market demand for contact center performance measurement and analysis solutions that can be more easily interpreted by users across the enterprise.

“Increasingly, we’re finding that individuals – from top executives down to staff in departments far beyond the contact center – need to be able to monitor how their business is delivering the customer experience,” said Larry Skowronek, vice president of product management for Informiam. “Clearly, not all employees possess the same level of contact center knowledge. For example, they may not understand the data as presented or recognize standard statistical abbreviations. We’ve enhanced our Call Analyzer and Workforce Utilization solutions to be more user-friendly and comprehensible to individuals who may not be working directly in the center.”

Call Analyzer and Workforce Utilization are part of the Informiam Real-Time Performance Management Suite. Call Analyzer helps personnel to rapidly identify and resolve contact center performance issues before they impact the customer. Workforce Utilization delivers a comparison of real-time agent performance data with planned activities and anticipated staffing levels. Both provide information critical to efficient contact center operations.

In the product upgrades, enhancements to the user interfaces make them more accessible to a broader range of personnel. Flyover hints have been added to individual values and reports to make them more interpretable, even if users aren’t familiar with contact center terminology.

User interfaces can also now be personalized by individuals, enabling them to not only modify screen sizes but also focus on particular statistical panels. “For instance, visually-oriented users can fill their screens with maps, or data-centric personnel can adjust the focus to place data front and center,” explained Skowronek.

He added that “Informiam is fast becoming the de facto standard for how enterprises truthfully look at and monitor their delivery of the customer experience. With these latest software releases, we’re allowing our customers to more easily share this ‘single version of the truth’ throughout their organizations.”

Architectural-level changes have also been made in the products that enhance security. Specifically, systems are now integrated with the customer’s user account directory services so that there is no longer a need to maintain a separate database of user names and passwords. The network can now automatically identify users with access privileges.

Additionally, these upgrades allow the Informiam solutions to work on all desktops by eliminating the need for organizations to run on specific release of software easing installation and maintenance.

About Informiam
Informiam (www.informiam.com) is the pioneer in solutions that enable organizations to proactively optimize their customers’ experience. These next-generation solutions correlate business and productivity events, instantly alerting managers and supervisors to the contact center issues that matter, so they can effectively manage their resolutions before they damage customer relationships and business performance. Informiam delivers proactive contact center management solutions to customers across an array of industries, including Financial Services, Retail, Telecommunications, Hospitality and Logistics. For more information, call 866-630-8808.