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Contact: Rob Keane
Gray & Rice Public Relations
P: 617-367-0100, ext. 121



e-talk Customers Empowered to Access Kowal Associates' Consulting Services

Kowal Associates, Inc., a leading Customer Relationship Management (CRM) consulting services company located in Boston, MA, has joined forces with e-talk Corporation, the leading provider of recording and performance management solutions for call centers, to introduce the "Performance Partners" program. With this program, Kowal's superior call-center consulting expertise is readily available to e-talk customers to educate them on how to maximize e-talk's applications.

Together with other independent consulting companies, Kowal Associates has joined in the Performance Partners program to help ensure that e-talk customers receive the maximum benefits from their technology. The Performance Partners program gives e-talk customers the opportunity to work with leading call center consultants skilled in all facets of call center management, including quality and performance improvement programs.

In the program, companies that purchase e-talk technology can receive credits toward the purchase of services from any certified e-talk partner, such as Kowal Associates. Companies affiliated with the Performance Partners program have special expertise with e-talk's products, including P&Q Review, an enterprise-wide performance management system; AutoQuality®, a recording platform for quality monitoring, logging and on-demand recording and JASS™, a job applicant screening simulator.

"Because of Performance Partners, we'll be able to help more individual call centers set benchmarks for quality and productivity, increase efficiency, and enhance training," said Paul Kowal, president of Kowal Associates. "We're very pleased to work with e-talk, the company that sets the standard for high-quality call center technology."

About Kowal Associates: Kowal Associates specializes in the design, integration and management of in-house and outsourced teleservices. These services include service bureau selection, program management, and operations consulting. Kowal also provides client management of customer service, consumer affairs, and fulfillment operations. The company is known for its work in highly regulated and sensitive environments.

Kowal Associates is considered by clients to be an integral part of their marketing team, providing everything from strategic planning to recommending and training customer service representatives to managing a client marketing program's day-to-day operations. Kowal's client support philosophy is to keep abreast of changes that affect client industries, competitors and most importantly the customer. Kowal also educates clients about current and cutting-edge technologies, such as speech recognition software and e-care applications.

Kowal Associates is a leading Customer Relationship Management consulting firm focused on the design, integration and management of in-house and outsourced teleservices. Their clients have included Pepsi-Cola, IBM, Procter & Gamble and Experian. For more information, call or write to: Kowal Associates, 7 Faneuil Hall Market, Boston, MA 02109-1649; call (617) 521-9000; fax (617) 521-9010; or email: marketing@kowal.cc. Please visit Kowal's Web site at www.kowalassociates.com.

About e-talk: With a documented market share of approximately 60%*, e-talk, formerly Teknekron Infoswitch, is the leading provider of recording and performance management solutions for call centers. e-talk has a global distribution network, and a national support and training organization devoted to helping its customers get the most from their monitoring and recording systems. The company is headquartered in Irving, Texas. For more information on e-talk products and services, call 1-800-835-6357, send e-mail to info@e-talkcorp.com or visit e-talk's web site, www.e-talkcorp.com.

*Frost and Sullivan, 1999

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