e-Glue Business Technologies Announces e-Glue Direct for Quality(TM).

HOBOKEN, N.J. -- New Quality Improvement System Leverages Scores from Quality Monitoring Systems to Support Agents in Real time, at the "Moment of Truth"

e-Glue Business Technologies, the leader in real-time adaptive solutions for customer interaction, announces today the release

"e-Glue captures real-time insight from customer service analytics to provide agents with the support they need during what we call the 'Moment of Truth,' each time agents are interacting with customers and need to be at their best," says Omer Geva, Chief Executive Officer, e-Glue Business Technologies. "Our solutions have helped our customers significantly increase revenues and improve operational performance. Now, with e-Glue Direct for Quality, we're bringing the power of real time to deliver rapid improvements in the quality of service of leading companies."

e-Glue's breakthrough approach leverages agent quality scores from quality monitoring (QM) systems and real-time information from the call to decide the type of support an agent needs. Direct for Quality's real-time reminders appear at the right time in the call to deliver relevant information that's tailored to the needs of each agent. For example, agents who forget to update customer contact information will receive a real-time reminder whenever caller information is missing. e-Glue helps close the natural variation gap among agents; as agents master particular quality areas, their quality scores improve and they no longer receive prompts for those areas.

"Human channels are still several times more effective in delivering value than high-technology ones. In the contact center, customer service representatives will continue to be the primary lead in front of customers," says Michael Maoz, Gartner Research Fellow. "Real-time interaction management tools combined with quality monitoring systems can provide significant improvement to the performance of agents at the moment of truth."

Since e-Glue systems provide agents with real-time alerts, they are assured the help they need when they need it, along with real-time, real-world training. Shay Grinfeld, President, Americas, e-Glue Business Technologies notes "Traditional quality monitoring addresses training needs well after the fact, and this training happens outside of real-world interaction with customers. Direct for Quality offers a more effective approach to improving quality by helping agents to improve right when the call is happening, and at a lower cost in time and money."

The Direct for Quality system's analytics help managers create effective reminders by drawing on data from all contact center applications--not just quality monitoring systems--to trigger a recording of those calls that will provide the best information for quality improvement. The same capability also improves the ability of QM systems to tag important calls for the attention of quality monitoring teams.

Direct for Quality allows quality managers to easily customize quality reminders to the individual needs of the contact center and its agents. With the Direct for Quality editor, they can create the dynamic reminders that help agents improve with every call. These reminders can include links to web pages and knowledge databases. Using a process as simple as e-mail, quality managers can determine the content and presentation of the reminders, and the conditions that trigger these reminders, such as scores that fall below target for individual quality measurements and real-time events. Managers can also create broadcast quality messages.

About e-Glue Business Technologies

e-Glue Business Technologies is the leader in real-time adaptive solutions that create operational efficiencies, increase sales revenue, and improve the customer experience. e-Glue Direct(TM), the company's flagship software suite, helps organizations leverage existing technologies, processes, and resources to realize rapid and sustainable performance gains. The company is headquartered in Hoboken, New Jersey with R&D facilities & EMEA sales in Israel. For more information on e-Glue, visit http://www.e-glue.com.

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