Press Release

VocaLabs' One Hour Assessment Transforms The Customer Service Experience

EDEN PRAIRIE, Minn., August 16, 2004, Vocal Laboratories Inc., the authority in measuring customers' experiences, paves a new path to customer service improvement with the One Hour Assessment.

VocaLabs' One Hour Assessment provides new and valuable insight into how live callers experience your call center or self-service system. In just one hour, call recordings and survey feedback from 30-130 live callers are delivered in VocaLabs' unique Interactive Drill Down format, making it simple to go from "what happened" to "why."

A One Hour Assessment can evaluate live agents, automated self-service, or any combination of the two. Studies can be conducted for early prototypes as well as fully deployed systems. It is used to evaluate changes to a customer service operation, compare different versions of prototypes, monitor ongoing quality, or as a tool for designing better Voice User Interfaces.

"The data to find customer service improvement or major service problems is provided rapidly," said Peter U. Leppik, CEO of VocaLabs. "A One Hour Assessment focuses on a single task or call path and is economical in evaluating changes to customer service operations immediately."

VocaLabs' One Hour Assessment package includes professional study design, online data access, interactive drill-down, continuous monitoring of study progress, and a permanent archive on CD-ROM. In addition, subscribers to VocaLabs Professional research services can perform One Hour Assessments as part of their research subscription.

For complete pricing and package information, please contact Rick Rappe at rrappe@vocalabs.com or 952-941-6580 X 205.

About Vocal Laboratories

Vocal Laboratories delivers statistically reliable feedback on the user friendliness of telephone based customer service whether delivered via traditional call centers or self-serve technology. Clients are end user enterprises, call center consultants, application providers and equipment vendors. Only VocaLabs has the unique methodology to evaluate a customer contact application at any stage of development from prototype through existing services quickly, cost effectively and with maximum accuracy.

Contacts

Vocal Laboratories, Inc., Eden Prairie
Jessica Ament, 952-941-6580 X 202
jament@vocalabs.com
www.vocalabs.com