PRISM 2.6 Delivers Major Enhancements

CallCenter Technology Inc announced enhancements to PRISM, its software solution for business performance management in contact centers. The enhancements contained in PRISM version 2.6 extend the product's power in accessing, consolidating, and distributing real-time and historical data from disparate information sources, including switches, workforce management systems, static data marts, and other internal databases. PRISM gives contact center supervisors, managers, and directors access to information and analyses typically not available without days or weeks of essentially manual assimilation.

PRISM version 2.6 includes the following enhancements:

• Ability to automatically capture and categorize "off phone" time for schedule adherence reporting, one of the many analyses PRISM can perform. PRISM users can now track administrative, training, and other off-phone activities. PRISM integrates and complements all existing workforce management systems including Blue Pumpkin, IEX and TCS.
• Ability to designate schedule standardized grace periods, a feature that increases the accuracy of exception and agent compliance reporting.
• User-defined desktop configuration, a time-saving feature that gives PRISM users the ability to select different PRISM views and save them as a single desktop updated automatically each time you open PRISM. For instance, throughout the day, a manager may frequently refer to views showing current seat occupancy by team and center, with comparative trend information; agent performance indicators with alarms set for major deviations, and real-time and historical performance for specific products, teams, and the overall call center. He or she can now save these views on a single desktop.
• Full integration of PRISM's CAD Manager, decreasing the time required to develop detailed CAD diagrams showing all agent workstations, various schedule states, real-time agent performance data, and other information.
• Increased ease of use for PRISM's mathematical expression builder, which performs more than 200 mathematical and statistical functions.

"We've been using PRISM now for more than 18 months. Currently, we use PRISM to access more than 20 different SQL databases, containing sales, call tracking information, dialer, workforce management, payroll, and phone switch data," said Thomas Sasnett, Business Technology Specialist of AFNI, a premier provider of accounts receivable management and customer care solutions and a beta tester of version 2.6. "The latest version of PRISM meets our need for even more detailed agent compliance and schedule reporting."

About CallCenter Technology

CallCenter Technology develops, markets, and sells PRISM, a business performance management solution for call centers. Current customers include Maytag, the Hartford Group, Amtrak, Fidelity Investments, Thrifty Car Rental, Kaiser Permanente, and Sprint.

PRISM gives call center management at all functional levels the ability to access, consolidate, distribute, and automatically act on real-time and historical data collected from virtually any information source -- switches, workforce management systems, static data marts, and other internal databases. Because the product is based on a non-proprietary language and employs a visual design approach, customers can implement PRISM in days.

PRISM has been recognized with awards for technical superiority by Customer Interface Magazine, Call Center Solutions, Call Center Magazine, Customer Interaction Solutions Magazine, and other industry organizations. For more information about PRISM and Call Center Technology, call 678-494-7000 or visit www.callcti.com.

Contact Amber Julian, Manager, Marketing Communications of CallCenter Technology Inc, 678-494-7006, amber.julian@callcti.com.