e-Glue Business Technologies Announces e-Glue Focus for Contact Center Supervisors; New Platform...

HOBOKEN, N.J. -- e-Glue Business Technologies, the leader in real-time adaptive solutions for customer interaction, announces today the release of e-Glue Focus(TM) at the Annual Call Center Exhibition in Seattle, Washington, September 19 - 21, 2005. Focus is a new software platform that helps supervisors

Focus builds upon the success of e-Glue Direct(TM) (formerly known as Guideline), the company's flagship customer interaction management solution developed for contact center agents. "Direct's customized real-time support has helped agents yield outstanding bottom-line results for their companies," says Omer Geva, CEO, e-Glue Business Technologies. "Focus brings the business value of real-time monitoring to supervisors by alerting them to the calls that require their immediate attention."

Focus provides alerts that are precisely aligned with the contact center's business objectives. It can increase revenues by notifying supervisors when an important customer is on the line or a new agent is attempting to make a sale. Focus can detect potential fraud attempts or alert a supervisor when a call takes longer than a given amount of time. The alerts can also trigger quality monitoring systems to record calls that are of high interest to the company.

"It's important for supervisors and agents to monitor performance in real time, so if performance is suffering, they can make changes right away," says Shay Grinfeld, President, Americas, e-Glue Business Technologies. By defining key performance indicators and objectives for the team and for individual agents, Focus helps supervisors compare performance against set business goals, against historical results, or between different teams.

Focus also helps facilitate quick communication between agents and supervisors. Focus gives supervisors immediate access to agents through instant messaging so they can provide real-time guidance for a call that's going on. "Focus not only alerts supervisors when they're needed, it gives them the information and the tools they need to respond effectively," adds Grinfeld. Supervisors are provided direct access to the information on the agent's screen and comprehensive customer information so they can most effectively provide support.

About e-Glue Business Technologies

e-Glue Business Technologies is the leader in real-time adaptive solutions that increase sales revenues, create operational efficiencies, 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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