6100 Contact Center Solution Version 4.5 – new applications

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Ottawa, CANADA, February 23, 2005 – prairieFyre Software continues to build applications that save customers time and money: release 4.5 includes Contact Center Client, Subscriber Services, and Traffic Analysis. The most notable addition to Contact Center Management (6110) is Contact Center Client. Contact Center Client combines SuperAdvisor, AgentAdvisor, and Network Monitor into a single .NET application. Feature-rich, Contact Center Client provides traditional real-time monitor functions and a host of new features. With a sleek new look, Contact Center Client boasts .NET style tabbed interface for managing, arranging, and organizing windows ¨        Priority message marquee to display need-to-know statistics and broadcast important messages to all agents ¨        Agent performance statistics available by right-clicking monitors ¨        Advanced alarms with multiple, customizable alarm thresholds and notification options ¨        Multimedia employee monitor to view the real-time status of employees who are simultaneously logged on to voice, email, chat, and/or fax ¨        New and existing charts with customizable graphics displays and program alarms ¨        Profiles of customized monitors are stored on the Enterprise Server in a relational database ¨        No-touch deployment   The Subscriber Services option adds a new dimension to Call Accounting. Subscriber Services is a customizable tool companies use to bill back customers, departments, or employees. Basic and advanced plans can be applied to individual subscribers or groups. Flexible billing options accommodate fixed charges for equipment rentals and voicemail. Customers can run a multitude of reports on Subscriber Services, including rate comparison reports and invoices. The launch of Traffic Analysis makes it possible for companies to monitor and evaluate trunk traffic across their enterprises. Effectively configured trunks and efficiently routed calls can significantly boost the service companies provide their customers, and save companies time and money. Previously, trunk traffic information was obtained by interpreting raw data from telephone systems. For customers who have Contact Center Management or Call Accounting, the Traffic Analysis option offers comprehensive easy-to-read reports on trunk and route traffic. Customers can run reports in the familiar reporting interface of Contact Center Management or Call Accounting: no steep learning curve, just information at your fingertips. Chris Courneya, President, states “prairieFyre is constantly developing new features and functionality with our customers in mind. We think we have hit the mark in release 4.5 with Contact Center Client, Subscriber Services, and Traffic Analysis. They add tremendous value to our business intelligence solutions.” In this release, Multimedia Contact Center has been updated with diagnostic enhancements, the ability to customize the WebChat Request form based on queue statistics, and the option for chat agents to receive multiple chat messages simultaneously. For more information on release 4.5, view the detailed release notes. For news on our latest releases and other prairieFyre news, subscribe to the prairieFyre Newsletter. Traffic Analysis is an add-on application to 6110 Contact Center Management and Call Accounting. Subscriber Services is an add-on application to Call Accounting only