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PRESS

February 21, 2008
SoundNotes announces the launch of Q Survey v4.0

SoundNotes Technology Inc., a leading provider of call recording and customer experience management solutions, today announced the release of Q-Survey v 4.0. Packed with significant enhancements to its web survey module, version 4.0 takes the total customer experience in a call center to new heights. Q-Survey automates the customer feedback process as part of an overall quality process of the SoundRecall™ customer experience management suite.

Users SoundRecall have always been able to utilize supervisor evaluations of recorded calls between customer service agents and their customers in order to assess quality and provide training/coaching to their agents. This process is now enhanced by the ability to also include actual customer feedback, via voice input and web interface, in the evaluation process, creating a very accurate assessment of call center performance.

Q-Survey also allows for call center management to take proactive steps in “routing” unhappy callers, based on their survey feedback, to specialized agents to increase customer loyalty. Combined reports on web and voice survey together with call quality evaluation allows management to quickly implement changes that reflect the needs of a call center striving to provide good customer service – turning good customers into loyal customers.

With 4.0, customers will have 2 touch-points for feedback: 1) after a phone call, the customer is able to select an optional automated survey, conducted right over the phone; and 2) customers will have access to a survey link or website button to complete survey. Once completed, the survey data is then stored to the system and available for data mining.

For more information on this release, please contact SoundNotes Technology at
416 255 2244 or email lynn.smith@soundnotes.com


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