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Media Contact

Lori Fratilla

954-753-9624

Colchester, Connecticut -- November -- 2002 – Data Collection Resources and Larry Hennessey, the developer of  A.M.S. Agent Monitoring System, announced that the company has changed the name of A.M.S. to C.E.M.S., Customer Experience Monitoring System. In addition, the company has increased the software functionality to improve agent performance and provide management with the tools necessary to better manage the customer experience.

C.E.M.S. includes:

• 200% improvement of internal program execution with 200% improvement over A.M.S.

• Time synchronization allowing pick up of time from an external server

• Addition of GSM 6.10 audio compression for 5 times more storage capacity

• Redesigned Screen Capture for faster response with built in 'stop record' feature based upon agent's screen save activation

• Synchronized playback of screens and audio recordings

• Auto Schedule Management for tracking how often an agent has been recorded

• New LAN Client now supports voice, screen capture, remote monitoring and free seating

“C.E.M.S. more accurately reflects the dedication of our company,  to enhance the customer experience through affordable quality monitoring solutions.”  said Larry Hennessey, director of call center technology for Data Collection Resources, "and would  like to extend an offer to all of our A.M.S. customers currently under warranty to contact us about a free upgrade to the next generation of quality monitoring - C.E.M.S."