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Lori Fratilla

Data Collection Resources

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 DCR Announces CEMS-MC $35,000 Quality Monitoring Solution

Colchester, Connecticut – April, 08 2004 – Data Collection Resources, a leading provider of quality monitoring, recording and performance optimization solutions, today announced the availability of CEMS-MC, an affordable solution for the mid size call center market priced at $35,000.00.  CEMS-MC expands the company’s call center recording and performance analysis offerings to better fit a growing need for affordable quality monitoring within the 30-150 agent call center market segment.

Assembled as a comprehensive, powerful, easy-to-use, quality solution, CEMS-MC requires minimal technical skills for deployment and operation, while eliminating the financial impact of per seat charges or proprietary software or hardware requirements.

CEMS-MC is a Microsoft Windows based client-server solution. CEMS-MC includes fundamental random recording for scheduled agent events. In addition to the multi-channel record server license the system includes supervisor desktop record on demand (ROD) enabling real time event recording. Agent Evaluation (CERS) server license includes comprehensive agent performance assessment with user defined scoring and extensive reporting.  Screen Capture server license provides video screen recording synchronized with audio for broad agent performance measurement. The system is complete with supervisor workstation LAN Clients. CEMS-MC system costs include installation, training and technical support for one full year.

While other companies continually find ways to raise the cost and complexity of their software making quality monitoring only available to large well funded companies, DCR provides a range of solutions meeting a wide variety of corporate needs and budgets,” said Larry Hennessey, Director of Call Center Technology for DCR.  “With over 75% of call centers in the mid market range of 30-150 agents, DCR feels very strongly that CEMS-MC will take quality monitoring solutions for this market  to a whole new level.  Never has a quality solution been so comprehensive at this market price,” Mr. Hennessey went on to say.

CEMS-MC operates in most ACD/PBX environments including Avaya, Nortel, Siemens, Aspect and Rockwell. A fully scalable solution CEMS-MC also ensures a migration path for future upgrade or corporate expansion.

About Data Collection Resources

Data Collection Resources is a solutions provider of affordable call center monitoring and recording client-server systems.  Since 1997, DCR has pioneered affordable quality monitoring with the CEMS product line. Products include Random and Total Record, Agent Evaluation, Screen Capture, Record on Demand and e-Learning Management. Data Collection Resources markets solutions to a global customer base from a wide variety of industries serving both single and multi-site contact centers. Matching feature-for-feature Data Collection Resources offers a definitive advantage without the high price (up to 75% less expensive) or complexity of traditional systems. Data Collection Resources is Headquartered in Colchester, Connecticut.