VorTecs Becomes a BenchmarkPortal Certified Contact Center Performance Auditor.

Business Editors

SHELTON, Conn.--(BUSINESS WIRE)--Oct. 2, 2001

VorTecs(TM), Inc., a leading professional services and consulting company, announced today that it has become a certified Contact Center Auditor with BenchmarkPortal, the leading source of customer relationship management

As an auditor, VorTecs will provide a complete assessment of a contact center's key performance indicators resulting in a gap analysis against BenchmarkPortals' best practices. This data will be used by VorTecs to provide recommendations for improving productivity, increasing efficiency and lowering operating costs.

BenchmarkPortal collects and warehouses performance data from call centers around the world, and continuously updates the information into its extensive Datamart of Best Practices(TM). BenchmarkPortal makes the Datamart available to trained consultants who have learned to properly interpret the reports and make realistic recommendations to clients based on benchmarking results.

"Each consultant who joins BenchmarkPortal's community is committed to understanding call center best practices, benchmarking concepts and auditing techniques," said Dr. Jon Anton, founder and president of BenchmarkPortal. "With a solid foundational knowledge of the dynamics of people, process and technology in the contact center, and over twenty years experience in the industry, VorTecs is a welcome addition to the BenchmarkPortal community."

"By becoming a certified BenchmarkPortal contact center auditor, we can provide clients with a comprehensive report on the efficiency and effectiveness of their center operations as compared to other centers in their Peer Group. We can identify performance gaps, and using the Datamart, we can access real-time best practices standards according to industry and by call center function in order to make solid recommendations for improvement," commented Anthony Desjardin, president and chief operating officer of VorTecs.

VorTecs helps businesses that operate mid-to-large customer interaction and contact centers evaluate and implement technologies to improve the quality of their customers' experience, enhance customer loyalty and increase revenue.

VorTecs employs a large staff of technology and operational professionals with a vast understanding of the diverse and challenging environments of CTI, IVR, speech recognition, CRM interface, contact center and related Internet operations. The Company specializes in the evaluation, acquisition, development and custom engineering required to implement, optimize or expand the capabilities and performance of contact centers. By combining strong project management capabilities with unsurpassed technical skills, VorTecs can deliver solutions within the client's timeframe and budget. Services include comprehensive analysis, development of action plans, and engineering implementation from application and interface design to software customization.

About VorTecs

VorTecs is the leading professional services and consulting company dedicated to helping customer interaction and contact centers enhance their customers' experience while improving overall operating efficiency. The Company's engineering elite has been implementing CTI solutions since the 1980's. As a result, VorTecs' consulting engineers are among the top customer interaction professionals in the world. The Company offers an impressive skill set and extensive knowledge base of call center platforms and environments. VorTecs utilizes state-of-the-art technology to implement sophisticated cross platform integration of ACD's, CTI, IVR's, speech recognition software, the Internet and CRM solutions. For more information, call (866) VorTecs (867-8327) or visit the VorTecs web site at www.VorTecs..com

About BenchmarkPortal

BenchmarkPortal is the source for Customer Relationship Management (CRM) best practices information for call centers. The company maintains the world's largest database of call center performance metrics. BenchmarkPortal's data is available to call center managers via a series of unique and actionable reports. With these reports managers can compare their performance against an appropriate peer group of call centers, and make optimal, fact-based decisions regarding capital investment, personnel and procedures. In 1995, Dr. Jon Anton of Purdue University's Center for Customer-Driven Quality started benchmarking call centers with the help of graduate students. By 1999, Purdue University recognized that this initiative was adding tremendous value to the call center community and decided to outsource it to BenchmarkPortal to enable it to reach its full potential. For more information, visit www.BenchmarkPortal.com.