Press Release:
TPG Technologies wins Best of Show for Knowledge Management Products at the 2001 ICCM show in Chicago with SoftMetricTM PA-based software company wins Best of Show for SoftMetric at the 2001 ICCM Show in Chicago, the largest convention and exhibition in the call center industry.F O R I M M E D I A T E R E L E A S ESales Inquiries:Chris RepholzTPG Technologies301 Oxford Valley RoadSuite 1714Yardley, PA 19067Phone: 215.369.1200Fax: 215.369.0979Email: www.tpginc.comMedia Inquiries:Kelly A. McNabbTPG Technologies301 Oxford Valley RoadSuite 1714Yardley, PA 19067Phone: 215.369.0300, ext. 314Fax: 215.369.0979Email: www.tpginc.comYARDLEY, PAAugust 16, 2001--TPG Technologies,a leading provider of quality assurance (QA) solutions, was awarded Best of Show for Knowledge Management Products at the 2001 International Call Center Management (ICCM) Conference and Expo. The award was given for SoftMetric, a performance analysis software solution, selected from a field of competitors at this months ICCM Show 2001 at the McCormick Place Convention Center in Chicago. SoftMetric, Inc. has formed a strategic alliance with TPG Technologies, a division of TPG TeleManagement Inc., to offer its product in the call center industry.This prestigious recognition is the latest praise for SoftMetric, the industrys most sophisticated performance analysis software. Originally released to the Call Center market in January 2001, SoftMetric has become one of TPGs top selling solutions, with clients specifically naming SoftMetrics ability to trend performance metrics at any level with unparalleled levels of reporting and analysis capabilities as a key to profitable management in the call center industry. Additionally, clients have noted SoftMetrics speed and flexibility as key factors to its power. Tim Casey, Marketing Manager of Qwest Communications states, SoftMetric has totally changed the way I manage my call center vendors. By analyzing my call center data, right down to the individual phone representative at each site, I have all of the metrics I need to impact performance, identify training needs and measure attrition. The tool is so flexible that it allows my analysis methods to change in step with my business needs. SoftMetric provides me with all the data I need to manage call center performance in an easy to read format, with simple point and click methods.Lisa Defalco, President and CEO of TPG Technologies, states We are very proud to receive the 2001 ICCM Best of Show Award in Knowledge Management for SoftMetric. The SoftMetric product has enabled TPG TeleManagement to continue its five-year drive to provide CRM products and consulting solutions to both the internal and outsourced call center markets. TPGs partnership with SoftMetric Inc. results in a dynamic combination of outstanding web-based data reporting technology and the talent to analyze that data to improve ROI for all of our clients.The account team at TPG TeleManagement Inc. has been focused on assisting our clients with the profitability of their inbound and outbound marketing programs, says Chris Hill, Chief Operating Officer for TPG TeleManagement. Initially we used TPGs SEL (Strategic Enhancement Listening) to identify the areas of improvement for call center agents. In 2000, that data was measured to determine if the areas of improvement were resulting in increased production. Impact Training was developed to coach only those areas that can improve production and quality. In 2001, we have been extremely fortunate to have developed a strategic partnership with SoftMetric, Inc. The SoftMetric product has enabled us to combine agent production data with quality data and make daily decisions on who to train, on what topics and for how long. SoftMetric is used on our desktops as frequently as email or any word processing or spreadsheet product.SoftMetric will next be featured at the American Teleservices Associations Annual Conference in Las Vegas, September 30, 2001 through October 3, 2001.Rob Winner, Founder and CEO of SoftMetric, states We are extremely pleased and honored to have been selected Best of Show in the Knowledge Management category at ICCM Chicago. We are equally pleased with the rapid rate of adoption we are experiencing in the call center market and the levels of performance and profitability improvement our customers are experiencing. SoftMetric continues to set the standard for rapid implementation, measured in days per customer, which has resulted in exceedingly significant returns on investment.About TPG Technologies Inc.Yardley, PA-based TPG Technologies Inc., a division of TPG TeleManagement Inc., (www.tpginc.com) has an array of products designed for the best of class call center, including stand alone QA solutions; a fully integrated QA product featuring agent evaluation, voice and screen recording; and a stand alone and integrated QA solution for the 911/Public Safety market. TPG TeleManagement was founded in 1996 to provide world-class monitoring and coaching services. Since then, it has grown to be one of the industrys largest providers of outsourced monitoring and coaching, script development, impact training, seed and mystery calling services and call center consulting. In 1998, TPG Technologies was created to market the SEL System, IntellAgents2000 and WatchCommand. About SoftMetric, Inc.Doylestown, PA-based SoftMetric, Inc. (www.softmetric.com) is a leading provider of business activity monitoring and business performance analysis solutions to the global call center/contact center industry. The companys Process Management Foundation is a tool-set that enables the rapid development of Web-based, performance-focused business intelligence applications. SoftMetrics Performance Management tools and solutions integrate data from multiple sources, providing an enterprise view of business process and application activity by individual metric and key performance indicators. The reporting and analytical layers are accessible through an easy-to-use, robust Web interface that provides quick and easy navigation directly to problem areas and their root causes. These attributes translate to rapid implementation, quickly realized return on investment and the ability to adapt to and support the ever-changing business needs of the customer.About the International Call Center Management (ICCM) Conference & ExhibitionThe ICCM Conference and Exhibition will celebrate its 14th year in 2002, and has become the worlds largest and most comprehensive event for call center managers. This event provides an unsurpassed opportunity for professionals in the call center, e-commerce and customer service arenas to get up to speed on new developments, learn the secrets of effective strategy and management, assess cutting-edge technology, and make invaluable industry contacts from around the world.For information regarding SoftMetric or other TPG products/services, visit www.tpginc.com.Contact: Phone: 215.369.1200
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