Centergistic Adds Communications Cost Management Module to its AgentView® Enterprise 4.0  (email this article)

October 11, 2006 Orange, CA --- Centergistic Solutions (Company Profile, Past Stories, Case Studies) announced today the availability of Communications Cost Management as an added module to its award-winning AgentView Enterprise 4.0 performance analytics.

The Communications Cost Management (CCM) module will enable managers to add dimension to their real time analytics by adding metrics that reflect outbound, ACD/non ACD call usage and costs by group and by individual agent. The module has the capacity to be further adapted to include costs associated with cell phone usage, VoIP and network bandwidth usage and virtually any other communications costs. Traditionally these costs have not been held under the same scrutiny that traditional voice communications costs are subjected to. Thousands of dollars can be wasted through the lack of a unified view over these diverse communications entities. By not managing these calls, managers are only seeing a portion of the productivity algorithm. The AgentView system will allow usage information to be available in real time on the manager’s screen and as a web-based reporting tool.

“In the contact center, performance analytics typically report on calls coming in or going out through the ACD,” said Ric Brutocao, CEO of Centergistic Solutions. “Often, other types of communications costs are relegated to a different reporting apparatus, one that must be independently interrogated and maintained. The beauty of this additional module for AgentView is that our customers can now see other communications costs as metrics, right alongside their existing group and individual performance metrics with the same sophisticated thresholds and alarms. We even offer a KPI, which compares outbound calls as a ratio to inbound calls. We anticipate that our new Communications Cost Management module will fill a void in the real time management of agent performance and, along with AgentView, will add significant value to measuring performance in the center,” he added.

About AgentView® Enterprise 4.0
Centergistic’s flagship software solution, AgentView Enterprise, is a real time and historical performance management system, utilizing the CenterStats® collection architecture, which collects and combines key data from any data source in the contact center. AgentView allows the user to create performance indicators that can be published to virtually any system, such as the desktop, plasma, readerboards, TV monitors and to the web for 24 x 7 global access.

About Centergistic Solutions
Centergistic Solutions, Inc. provides an award-winning family of enterprise performance management software solutions for today’s dynamic contact center environment. We believe that driving the right information, to the right person, at the right time and place will result in individuals taking the right actions to improve efficiency and effectiveness of everyone working in the contact center. Our flagship products, AgentView® Enterprise and AgentView® Enterprise Performance Management are award-winning integrated real time and historical analytics systems currently installed in over 3,000 contact centers worldwide. Centergistic is headquartered in Orange, California, with offices throughout the U.S. as well as international distribution.

This release includes forward-looking statements within the meaning of Section 27A of the Securities Act of 1933 and Section 27E of the Securities Exchange Act of 1934. Statements contained in this release that are not historical facts may be deemed to be forward-looking statements. Investors are cautioned that forward-looking statements are inherently uncertain. Actual performance and results may differ materially from that projected or suggested herein due to certain risks and uncertainties including, without limitation, ability to obtain financing and regulatory and shareholder approvals for anticipated actions. Further information about such risks and uncertainties can be found in the Company’s filings with the Securities and Exchange Commission.