Lyndhurst, NJ, February 10, 2003--Mercom Systems, Inc. (www.mercom.com), a leading provider of multi-media recording solutions for call centers, today announced the availability of their new advanced suite of call center tools. The Mercom Call Center Suite features the next-generation Audiolog 3.1 call recording server, IRIS scheduling software, and Mercom’s Interaction Quality (IQ) software for agent evaluation. The product suite decreases the cost of ownership through the use of industry-standard PC components, ease of installation and training, and intuitive operation.

Mercom has developed a reputation for delivering reliable, advanced recording technologies to thousandsof call centers across a wide range of industries. The Mercom Call Center Suite provides tools that help clients to retain customers and agents, enhance agents’ skills, and minimize training costs. The product suite will be demonstrated at the 13th Annual Call Center & CRM Solutions show, booth number 1026, in

Las Vegas on February 11 and 12.

According to Bob Jagendorf, Mercom’s Director of Marketing,"Our clients place the highest priority on delivering great customer service, but they also must contain costs. We developed Audiolog, IRIS, and IQ as Call Center Tools that require minimum IT resources for implementation and maintenance, and that require minimal training. The result is a powerful, reliable solution that helps our clients focus on providing outstanding service."

Satisfied customers say Audiolog 3.1 Enhancements make call recording even easier, more cost effective.

Mercom’s new Audiolog™ 3.1 Call Recording Server is an advanced multi-media interaction recording system for call centers of all types. Mercom customers acknowledge that the new Audiolog 3.1 version offers a host of enhancements that make it even easier and more cost-effective to record large volumes of calls.

One satisfied customer is Gary Long who is the information technology supervisor for Cinergy, the largest non-nuclear electric supplier in the US. Cinergy relies on Audiolog to save them time and money. Long says, "Audiolog is a great addition—it helps us reduce costs because we get more work done with fewer people. In fact, it was a key factor in ensuring my department met its 2002 cost savings goals."

Mercom’s Audiolog™ recording server has been installed in more than 5,000 call centers globally since it was first offered. Audiolog has been continually improved to offer significantly increased database capacity, VoIP recording capability, increased redundancy, more file compression options, and hardware integration features to enhance its usefulness in CRM applications.

Some of the new Audiolog enhancements include:

• New compression options provide added flexibility and lower cost to retain recorded interactions
  and agent evaluations.
• 240 channel recorder module, for higher density PCI platforms. The new Ultra-Pro and Max-Pro
  are provided with redundant hard drives and power supplies as standard features.
• Recording of multiple data types within the same Audiolog server, including VOIP, ISDN, Analog
• audio, the recording of PC screens and CTI integration allows Audiolog to serve the needs of
  companies with diverse communication requirements
• Multi channel monitoring streamlines call center management by simultaneously monitoring
  multiple channels.
• Enhanced standard reporting capabilities provide the ability to analyze recording activities and
  view information on who has played back specific calls.
• With Windows 2000 as its operating system and Microsoft’s SQL as its database, Audiolog
  continues to build upon the best software and hardware platforms available.

Interaction Quality

Delivering a strong combination of advanced technologies, design flexibility, and ease of use, Interaction Quality™ (IQ) is the most powerful browser-based call evaluation and quality monitoring system available.

IQ ensures that a call center has fast, easy access to the information needed to deliver great service because it has been designed with the most advanced web technologies available. It leverages Microsoft .Net, a browser-based architecture that enables easy intranet access for all play back, evaluation, scoring and reporting functions. Active Server Pages deliver immediate, interactive information during the call evaluation process.

Some of the key features include:

• The ability to design forms easily, quickly and securely. Browser based access makes it easy to create questions and assign score elements on the fly.
• Comprehensive reporting which includes detailed information and summaries through standard and
  customizable reports, charts and graphs. Reports can be generated by Excel, Access, Word, Crystal Reports or as PDF files.
• Report Generation and Scheduling provides that focused reports are delivered by email to management, supervisors and agents automatically according to a schedule.

Mercom Dealer and Sound Communications Systems Engineer Darin Cooper, a veteran of many call center implementations, is a strong supporter of IQ. He says, "Mercom Developers have proven their technical agility once again with IQ. We’ve installed it at several customer locations and have found the process smooth and painless each time. The training is simple, it integrates well with Audiolog, and our customers are enjoying immediate results. We have all seen many competitive evaluation products, but I can honestly say I think IQ is the best solution on the market today."