eglue InterActT Suite Singled Out for Helping UPC Netherlands Improve Customer Experience and Efficiency of its Call Centers

HOBOKEN, NJ  and Amsterdam – April 21st, 2009 – eglue,  a global software provider that maximizes the return on every customer interaction, and UPC Netherlands (UPC), a cable and media company providing cable, broadband Internet, digital telephony and video-on-demand services to 2.7 million households in the Netherlands, today announced that Technology Marketing Corporation (TMC)’s, www.tmcnet.com, Customer Interaction Solutions® magazine (www.cismag.com) has named eglue as a recipient of a 2009 CRM Excellence Award based on the successful results of implementing the eglue solution at UPC. Customer Interaction Solutions has been the premier publication in the CRM, contact center and teleservices industries since 1982.

“We are happy to see eglue win the 2009 CRM Excellence Award – it’s well deserved,” said Marco Vianen, Vice President of Customer Operations at UPC Netherlands.  “Our needs primarily revolved around enhancing customer experience while still generating greater revenue -- and eglue has delivered on all fronts.”

UPC was looking for ways to increase customer satisfaction, improve operational efficiency and boost profitability. With the help of eglue InterAct customer interaction management solution, UPC call center agents are now able to place greater focus on customers, making customer experience an optimal one. The company also saw a significant reduction in average handling time (AHT) and an almost 40% increase in the success of sales promotions and in service-to-sales conversion rates.

“eglue has demonstrated to the editors of Customer Interaction Solutions that its products have substantially improved the processes of their clients’ businesses by streamlining and facilitating the flow of information needed for companies to retain their most precious asset...their customers,” said Nadji Tehrani, founder and chairman of TMC, publishers of Customer Interaction Solutions.

The eglue solution continuously provides UPC call center agents with real-time access to the right call-related customer data and applies appropriate business rules to present recommended courses of actions and scripted scenarios to agents in the form of call-outs.  This drastically improves the accuracy and efficiency of each customer interaction and also enables agents to fully capitalize on potential revenue opportunities.

“We are very proud and happy to win this prestigious award,” said Dror Pockard, CEO of eglue. “With eglue, call center agents have access to the full set of current information on the caller in real time, and so each customer interaction is optimized; each interaction meets the high customer expectations. The eglue InterAct implementations at customer sites around the world, such as the one at UPC, show that intelligent customer interaction management can result in fast ROI, greater customer satisfaction and improved operational efficiency.”

Based on hard data, The CRM Excellence Award relies on facts and numbers demonstrating the improvements that the winner’s product has made in a client’s business. The Tenth Annual CRM Excellence Award winners have been chosen on the basis of their product or service’s ability to help extend and expand the customer relationship to become all-encompassing, covering the entire enterprise and the entire lifetime of the customer.

The 2009 CRM Excellence Award winners can be found in the May and June 2009 issues of Customer Interaction Solutions magazine.

A more detailed case study on the eglue solution implementation at UPC can be found online at http://www.eglue.com/category_page.asp?id=49.