Dictaphone Introduces ContactPoint Software for Workforce Relationship Management; Competency Model-Based Solution Improves Agent Performance.

Business Editors/High-Tech Writers

CHICAGO & STRATFORD, Conn.--(BUSINESS WIRE)--Aug. 27, 2003

Dictaphone Corporation's Communications Recording Systems (CRS(TM)) Group today announced the introduction of its ContactPoint(TM) Workforce Relationship Management(TM) solution, designed to help contact centers optimize agent performance. Dictaphone's ContactPoint solution was unveiled at the ICCM conference and exposition, the largest global gathering of call center and customer management professionals. The solution focuses on improving three major functions within the contact center that ultimately impact contact center performance: recruiting, assessments and training.

With the introduction of Dictaphone's ContactPoint solution comes the advent of a new category of contact center tools called Workforce Relationship Management (WRM). Contact centers have invested billions of dollars on "outward-focused" CRM software and programs with limited results. The ContactPoint Workforce Relationship Management system focuses inward toward the agent workforce, recognizing that no matter how much technology and process are applied to customer interactions; ultimately it is the quality of the contact between the agents and customers that has the biggest impact on customer retention. ContactPoint improves agent performance by helping contact centers hire and retain the best agents, assess them fairly and consistently, and empower them with the right training and rewards.

The ContactPoint Competency Model

The centerpiece of Dictaphone's ContactPoint solution is a competency model that enables contact centers to create job profiles that outline the skills, knowledge and abilities that agents need to be successful. These job profiles can be linked to Key Performance Indicators (KPIs), or goals that the agent is expected to achieve. The ContactPoint solution systematically applies these competencies to the contact center's recruiting, training, and assessment activities. Agents are pre-screened and recruited based on the specific skills, knowledge and abilities that are required for the job. The ContactPoint solution also helps agents get the exact training they need by identifying competency gaps and then recommending specific training to close those gaps. Learning management is built into the ContactPoint solution with the ability to automatically administer training courses, venues and schedules. Dictaphone's ContactPoint solution also makes it easy to identify and promote top performers, a key consideration in high turnover contact centers where agents who feel dead-ended are more likely to leave. Merit and assessment systems can also be integrated through ContactPoint so agents can be rewarded for performance.

"The ContactPoint Workforce Relationship Management (WRM) system is an unparalleled solution for optimizing contact center performance," said Ed Rucinski, sr. vice president and general manager of Dictaphone CRS(TM). "With it, contact centers can make smarter hiring decisions, improve the effectiveness of their training initiatives, empower agents to perform better, and above all, improve their relationships with their agent workforce by promoting a contact center culture that values employees."

"While great progress has been made in the quality monitoring space over the past few years, Dictaphone's competency modeling-based Workforce Relationship Management solution is a unique approach which promises to 'raise the bar' for contact center performance," said Art Schoeller, senior analyst, The Yankee Group. "Our recent survey of contact center managers showed 55% of them listed agent development as their top concern, over and above other choices such as technology, regulatory issues, etc."

ContactPoint Supporting Technologies and Services

As part of the ContactPoint introduction, Dictaphone will provide a series of professional services offerings designed to help contact centers create the competency models that are the centerpiece of ContactPoint's Workforce Relationship Management (WRM) strategy.

The ContactPoint solution was designed to work in combination with Dictaphone's Freedom(TM) system. The Freedom system records customer/agent interactions, using standard voice recording or Voice over Internet Protocol (VoIP) recording. The agent's desktop screen activity can also be captured. Other features supported by the ContactPoint and Freedom solutions include: remote playback via Web access; Computer Telephony Integration (CTI) for data capture, service observe, and advanced analytics; and integration to legacy HR systems to capture recruitment, assessment and training data. Over 10,000 Freedom(R) recording systems are currently installed at some 4,000 individual customer locations around the world.

About Dictaphone CRS(TM)

With over 18,000 installed customers worldwide, Dictaphone Corporation's Communications Recording Systems (CRS(TM)) Group is a leading provider of recording and monitoring systems for contact centers, and Workforce Relationship Management(TM) solutions designed to optimize agent performance. Dictaphone CRS is a division of the Dictaphone Corporation. For more information, please visit http://www.dictaphone.com/contactpoint.

Safe Harbor Statement

This press release includes forward-looking statements within the meaning of Section 21(e) of the Securities Exchange Act of 1934. These statements are based on Dictaphone Corporation's current expectations and estimates as to prospective events and circumstances that may or may not be in Dictaphone Corporation's control and as to which there can be no firm assurances given. These forward-looking statements are subject to risks and uncertainties and there can be no assurance that any of these forward-looking statements may prove to be correct and actual results may differ materially. These risks and uncertainties include, but are not limited to, economic conditions in the U.S. and abroad, the ability to complete and deliver products and services within currently estimated time frames and budgets, the ability to effectively manage diverse and geographically dispersed operations, difficulties with integrating product plans, schedules and resources, potential that the information and estimates used to predict future performance were not accurate, market acceptance of Dictaphone Corporation's products, competitive products, pricing pressures, and other risks. Dictaphone Corporation disclaims any intent or obligation to update these forward-looking statements.

Dictaphone(R), Freedom(R), Communication Recording Systems(TM), CRS(TM), ContactPoint(TM)and Workforce Relationship Management(TM) are trademarks or registered trademarks owned by Dictaphone Corporation. Other products or marks referenced herein may be trademarks of their respective owners. Dictaphone Corporation's Freedom(R) recording system is the subject of U.S. and foreign patents and patent applications.