Elix offers contact centers a golden opportunity to compare metrics

Elix, specialist in interactive business solutions for contact centers, today announced the launch of an online benchmark study specifically designed for contact centers. This web-based benchmark study, available on Elixs website, www.elixonline.com, enables contact center managers to enter specifics about their contact center and quickly obtain comparative results with other contact centers, worldwide.

Montreal, Quebec, September 3, 2003 -- Elix, specialist in interactive business solutions for contact centers, today announced the launch of an online benchmark study specifically designed for contact centers. This web-based benchmark study, available on Elixs website, www.elixonline.com, enables contact center managers to enter specifics about their contact center and quickly obtain comparative results with other contact centers, worldwide.

The Elix benchmark study-comprised of just over 40 questions-has been designed with the realities of todays contact centers in mind. It compares all technological parameters and addresses the challenges that contact centers face. The benchmark is divided into four parts: contact center metrics, workforce, strategy and processes, and technology. These sections assess information that is important to contact centers, such as average number of abandoned calls, cost of hiring and fully training agents, annual turnover rate, customer segmentation strategies and agents skills, use of speech recognition, IVR, Internet, etc.

This benchmark study will arm contact center managers with the information they need to improve their business processes and contact center management," says Marianne LEcuyer, Manager, Management Consulting Services at Elix. It will also give them access to valuable recommendations from an organization with over 16 years of experience in the field."

The Elix benchmarking questionnaire for contact centers is available online at http://www.elixonline.com/benchmarking/default.asp.

About Elix
Elix, specialist in interactive business solutions for contact centers, offers a complete suite of products and services for the development and optimization of contact centers. Elixs expertise is used by renowned corporations such as VISA, Duke Power, ABN-AMRO, IKEA, and Air Canada.

From traditional to advanced contact center solutions and technologies including computer telephony integration, interactive voice response, speech recognition, text-to-speech, VoiceXML, fax, and Web integration, Elix uses its expertise to help evaluate, design, implement, and educate organizations when managing and integrating effective solutions that handle their most important asset, customers.

Elixs mission is supported by Intel Communications Funds, Fondaction, GTI Capital, and Bell Mobility Investment. More information about the company is available at www.elixonline.com.

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Information:
Elix
Rita Azrak
Director, Marketing and Communications
Email: rita.azrak@elixonline.com
Tel.: +1.514.768.1000, ext. 2323
Fax: +1.514.768.7680

Verrecchia Group Communications Inc.
Marlene Kovac
Email: marlene@vergroup.com
Tel: +1.514.935.0166, ext. 148
Fax: +1.514.935.0162