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eLoyalty Releases New Behavioral AnalyticsTM Software New Version Enhances Insights Into Customer Attitude, CSR Performance and Business Process Efficiency


eLoyalty Corporation

2008-04-01 14:30:00

eLoyalty Releases New Behavioral AnalyticsTM Software

New Version Enhances Insights Into Customer Attitude, CSR Performance and Business Process Efficiency

LAKE FOREST, IL–( EMWNews – April 1, 2008) – eLoyalty Corporation (NASDAQ: ELOY), a

leading enterprise customer relationship management services and solutions

company, today announced that it has released a new version of its

Behavioral Analytics™ software that enhances insights into customer

attitude, customer service representative (“CSR”) performance and business

process efficiency.

In order to assess customer attitude in each analyzed contact center

interaction, eLoyalty applies a unique, patent pending approach: eLoyalty’s

software analyzes callers’ voice tempo, key words, grammar and syntax in

order to identify a caller’s attitude and personality preferences. By

understanding a caller’s attitude and personality preferences, Behavioral

Analytics™ clients are able to more accurately predict their customers

“at risk” of defection; understand patterns of dissatisfaction with

products and processes; and better manage CSR performance variability.

This new version of Behavioral Analytics™ software also enhances the

analysis of non-interaction time (long periods of hold and silence) in

contact center interactions. Non-interaction time is a significant issue

for contact centers as it often represents up to 30% of a contact center’s

total talk time. Behavioral Analytics™ clients will now have a more

detailed understanding of what CSR’s do during periods of non-interaction.

These insights will enable companies to better manage CSR performance

variability and improve inefficient business processes.

As part of its Managed Services delivery model, eLoyalty has made

significant investments to continuously upgrade the functionality of

Behavioral Analytics™ software. These investments include multiple

dedicated development environments; a large database of test customer

interactions; regression testing tools; and numerous highly skilled

linguists, analysts and developers.

This new version of our software is now available to existing and new

Behavioral Analytics™ clients. As part of its Managed Services model,

eLoyalty provides new software versions at no additional cost in order to

equip its customers with the most advanced set of analytics and insights


About eLoyalty

eLoyalty helps its customers achieve breakthrough results with

revolutionary analytics and advanced technologies that drive continuous

business improvement. With a long track record of delivering proven

solutions for many of the Fortune 1000, eLoyalty’s offerings include

Behavioral Analytics™, Integrated Contact Solutions and Consulting

Services, aligned to enable focused business transformation. For more

information about eLoyalty, visit or call 877-2ELOYAL.

Safe Harbor Statement

This press release contains forward-looking statements within the meaning

of the Private Securities Litigation Reform Act of 1995, including

statements regarding anticipated financial results and other matters that

are not strictly historical in nature. These forward-looking statements

are based on current management expectations, forecasts and assumptions,

and are subject to risks and uncertainties that could cause actual results

to differ materially from those expressed or implied by the forward-looking

statements. The risks, uncertainties and other factors that might cause

such a difference include those described under “Forward-Looking

Statements” and “Risk Factors” in eLoyalty’s Form 10-K, Form 10-Q and other

filings with the U.S. Securities and Exchange Commission. Readers are

cautioned not to place undue reliance on forward-looking statements. They

reflect opinions, assumptions and estimates only as of the date they are

made, and eLoyalty Corporation undertakes no obligation to publicly update

or revise any of these forward-looking statements, whether as a result of

new information, future events or circumstances or otherwise.

eLoyalty Corporation
Kelly Conway
President and Chief Executive Officer
(847) 582-7200

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