NewswireToday - /newswire/ - Atlanta, GA, United States, 2012/05/17 - Knowlagent announces accelerated business growth, marked by significant customer wins, product development and expansion in key industries - Knowlagent.com.

Customer wins, product innovation, and steady growth strengthen company’s industry position

Knowlagent, the leading intraday management solution for the world’s 10 million call center agents, announces accelerated business growth, marked by significant customer wins, product development and expansion in key industries.

“Our goal has always been to deliver productivity-enhancing solutions to call centers that not only improve call center operations, but also enhance the agent’s performance,” said Matt McConnell, CEO for Knowlagent. “We have enabled our customers to leverage their workforce management, automatic call distributor, and applications like learning management systems to transform idle time into a valuable resource. We are excited by the innovations our customers are making as they make RightTime their own.”

Recent product enhancements to Knowlagent’s RightTime®, an intra-day management solution designed to help make agent idle time more productive, have increased its potential return on investment four-fold. RightTime integrates with automatic call distributors to redistribute wait time intervals so agents can complete off-phone work from a prioritized task list during idle time, transforming this time into active wait. The result is improved agent productivity and performance. Along with these enhancements come diagnostic tools so that customers can analyze agent capacity and fine-tune delivery rules and activity queues to optimize idle time and increase results.

In addition to product enhancements, additional highlights include:

• Increased annual contract value by 38 percent, putting the company in league with some of the highest-performing Software as a Service (SaaS) providers.
• Expanded the user base to over 375,000 agents, with customer wins from various industries including two of Fortune’s top five insurance companies, two of Fortune’s top five commercial banks and one of North America’s top telecommunications providers.
• Continued growth in the outsourced contact center market with the addition of 7,600 users.
• Increased average minutes of active wait delivered per agent by 55 percent.

About Knowlagent
Knowlagent (knowlagent.com) is the leader in intraday management solutions for contact centers. Its patented RightTime software increases agent performance and productivity by making idle time useful, enabling agents to work on personalized and prioritized activity queues consisting of training, coaching, communication and other off-phone activities. Knowlagent’s solutions are on-demand, easy to use and require no capital expenditures. More than 375,000 agents and managers around the world use Knowlagent’s solutions every day. For more information, call 888-566-9457 or visit us online.

Written by / Agency / Source: Arketi Group

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