Echo(TM) by BenchmarkPortal Wins 'Product of the Year' Award

SANTA MARIA, Calif., Jan. 12 /PRNewswire/ -- Recently Customer Inter@ction Solutions (CIS) magazine named Echo(TM) as a 2005 Product of the Year award winner. Echo(TM) was selected as one of the industry's brightest products for the year. The award honors the industry-leading vendors' best and brightest products that were brought to market during 2005. "Each year Customer Inter@ction Solutions magazine bestows its Product of the Year awards on companies that have demonstrated excellence in technological advancement and application refinements and to products or services that help improve both the customer experience and the ROI for the companies that use them," said Nadji Tehrani, Executive Group Publisher and Editor-in-Chief of Customer Inter@ction Solutions.

Echo(TM), developed by BenchmarkPortal for the call center industry, is a Web-based application for customer feedback and reporting designed to help companies continually improve the service they provide by collecting and leveraging the voice of their customers. With Echo(TM) in place, real-time feedback is channeled directly from the customer to front-line customer service representatives (CSRs), which results in CSRs being able to self-correct gaps in the service they deliver, based upon behavioral reinforcement or redirection they receive. Feedback is available via meaningful on-line reports that can be filtered to view by CSR, team, location, product, reason for call, and other factors.

In 2005 Echo(TM) expanded installations into more than 15 leading call center operations. These call centers have discovered that Echo(TM) is straightforward to implement, intuitive to use, effectively engages CSRs to better understand their service responsibilities and gives managers the tools and knowledge they need to develop and manage a customer-driven team.

About Customer Inter@ction(R) Solutions

Customer Inter@ction(R) Solutions magazine is the oldest (published since 1982) and most experienced (74 combined years of editorial coverage) CRM, Call/Contact Center & Teleservices magazine in the world! It reaches over 70,000 key decision makers at Enterprise organizations, dedicated call centers, and Teleservices Agencies world-wide. http://www.tmcnet.com/

About Echo(TM) by BenchmarkPortal

Echo(TM) is a hosted Web-based application and reporting tool developed by BenchmarkPortal to help call centers collect and leverage the voice of the customer. BenchmarkPortal is the custodian of the Purdue University Center for Customer-Driven Quality database of contact center metrics, the largest in the world. For more information visit: http://www.benchmarkportal.com/