Press Release Archive
Premiere Global Services Announces Major Upgrade to its Advanced Speech Technology Platform
New Outbound Call and Transfer Pacing Enable Call Centers to Minimize Hold Times and Maximize Agent Productivity
Apr 18, 2006
ATLANTA, GA, April 18, 2006 - Premiere Global Services, Inc. (NYSE: PGI), a global outsource provider of business process solutions, today announced a major upgrade to its speech technology platform. Included in the upgrade are new voice notifications capabilities like transfer-based pacing for call centers that allow customers to monitor calling programs in real-time and to control the rate of outbound calls and resulting transfers into a call center. As part of the platform upgrade Premiere Global also introduced enhancements to its reporting and opt-out functions.
“Premiere Global is committed to providing our enterprise customers with the latest communication technologies to optimize and simplify their notifications processes,” said Lee Provow, President, Data Communications, Premiere Global Services, Inc. “Our new platform capabilities make it easier for our call center customers to actively manage their staffing demands while running marketing programs for such things as Collections, Service Vehicle Dispatch Management and all kinds of business critical alerts and notifications.”
The new voice notifications features include:
+ Call Pacing Enhancements: Customers now have the benefit of regulating the number of calls into their call center through two different methods: outbound call pacing and inbound transfer pacing. By combining control over both the rate of outbound calls placed and inbound calls transferred back to the call center, customers can fine tune their programs based on expected response rates and actual agent availability. Rates can be set for specific time frames and changed in real-time, so if a call center loses lines or an agent goes home sick, the call center can immediately adjust the metrics to avoid overloading other agents or forcing customers into a hold queue.
+ Real-Time Reporting: Real-time reporting allows Premiere Global’s customers to actively monitor their calling campaigns, providing visual charting of actual paces relative to pre-defined parameters. Using this up-to-the-minute information, customers can manage campaigns for maximum efficiency, increasing or decreasing the number of calls or transfers to generate the desired results.
About Premiere Global Services, Inc.
Premiere Global Services, Inc., formerly Ptek Holdings, Inc., is a leading global provider of innovative business communications and data services. Customers use our ASP platform to conduct traditional and VoIP-based collaboration sessions and to process and deliver large quantities of individualized, business critical information. Premiere Global offers outsourced document delivery, data capture, alerts/notifications and campaign management solutions that automate customers' business processes and improve efficiency levels enterprise-wide. We also offer a full suite of conferencing solutions, including automated, operator-assisted and Web collaboration services that enable customers to communicate real-time via our advanced, open standards global conferencing platform.
Premiere Global serves more than 46,000 corporate accounts in nearly every business sector, throughout 18 countries worldwide. Our corporate headquarters is located at 3399 Peachtree Road NE, Suite 700, Atlanta, GA 30326. Additional information can be found at www.pgi.com.
Forward-looking and cautionary statements
Statements made in this press release, other than those concerning historical information, should be considered forward-looking and subject to various risks and uncertainties. Such forward-looking statements are made pursuant to the "safe harbor" provisions of the Private Securities Litigation Reform Act of 1995 and are made based on management's current expectations or beliefs as well as assumptions made by, and information currently available to, management. A variety of factors could cause actual results to differ materially from those anticipated in Premiere Global Services’ forward-looking statements, including, but not limited to, the following factors: competitive pressures, including pricing pressures; technological change; the development of alternatives to our services; market acceptance of our new services and enhancements; integration of acquired companies; service interruptions; increased financial leverage; our dependence on our subsidiaries for cash flow; continued weakness in our legacy broadcast fax business; foreign currency exchange rates; possible adverse results of pending or future litigation or infringement claims; federal or state legislative or regulatory changes; general domestic and international economic, business or political conditions; and other factors described from time to time in our press releases, reports and other filings with the SEC, including but not limited the “Risk Factors Affecting Future Performance” section of our Annual Report on Form 10-K for the year ended December 31, 2004. All forward-looking statements attributable to us or a person acting on our behalf are expressly qualified in their entirety by this cautionary statement.