Knowlagent Expands Internationally and Welcomes Industry Expert To Its Management Team

Alestra Implements KnowDev; Bob Fletcher to Lead New Knowlagent Division



Apr 26, 2001, 01:00 ET from Knowlagent

    ATLANTA, April 26 /PRNewswire/ -- Knowlagent(TM) -- the technology company
 that improves customer contact center performance through its integrated
 e-Learning platform, empowering contact center agents to intelligently respond
 to customer queries and anticipate future needs -- continues to grow with a
 new international client and the addition of an industry leader to its
 management team.
     Knowlagent today announced a global expansion with its new client:
 Monterey, Mexico-based AT&T Alestra. Earlier this month, the company's KnowDev
 system was installed at contact centers for Alestra, the leading long-distance
 carrier in Mexico.
     "The fact that a major telecom company like Alestra has chosen Knowlagent
 further illustrates the strength of our product and our vision," said John
 McIlwaine, co-chairman and co-founder of Knowlagent. "We look forward to
 working with Alestra as it continues to grow, empowering its agents to deliver
 the best in customer service."
     Alestra has more than 2,000 employees and four in-house contact centers
 with more than 700 agents. The company also has an outsourced telemarketing
 contact center, which it plans to bring in-house, that employs 570 agents.
     In addition to adding Alestra to its client base, Knowlagent also welcomes
 an industry expert to its management team.
     Bob Fletcher, 50, brings more than 27 years of call center experience to
 Knowlagent, where he will be responsible for creating a consulting, training
 and implementation professional services division. Before joining the company,
 Bob served as senior vice president of operations at iFleet, a Roswell-based
 company that provides emergency roadside assistance to the transportation
 industry and a Knowlagent customer.
     While at iFleet, Bob oversaw more than 200 employees, three world-class
 response centers, and $40 million in revenues. His contact centers led the
 industry in J.D. Power and Associates rankings and were ranked first in
 customer service as part of the 2000 Emergency Roadside Assistance Study.
     Prior to joining iFleet, Bob served as president of Bob Fletcher &
 Associates, a leading provider of call center consulting that focused
 primarily on improving call center performance and management training. Bob is
 recognized as a subject matter expert in the contact center industry with
 impressive clients such as Gateway 2000 Europe, AirTouch Cellular, Ameritech,
 and Hong Kong Telecom.
     "I've been associated with Knowlagent and its products for two and a half
 years," he said. "I personally know the founders and wanted to associate with
 people who have high values and a lot of integrity. I want to be a part of
 what I believe is the leading product in the contact center space."
     Bob's impressive speaking engagements include the International Call
 Center Management Conference; Purdue University's Call Center Campus; and the
 IEX User Conference.
     "We are excited to have Bob on our team," said McIlwaine. "Not only is he
 a recognized expert in the space, he has first-hand experience with what our
 product can do. Bob will be an invaluable ambassador to both our product and
 our company."
 
     AT&T Alestra
     The leading long-distance carrier in Mexico, Alestra is a joint venture
 between AT&T (NYSE:   T) and Onexa, a joint venture of local banks Alfa and
 BBVA-Bancomer. In October 1999, the company was awarded a wireless in the
 local loop (WILL) telephony license and in May, it was awarded a fixed line
 local license. The Mexican long distance operator plans to launch local
 telephony services for mid-sized companies in Mexico City, Monterrey and
 Guadalajara in July. Local telephone service is planned for high consumption
 residential users and small businesses next year. The company has invested
 more than $1 billion in its infrastructure and plans to build its own network
 over the next five years.
 
     About Knowlagent
     Founded in 1995, Knowlagent improves contact center performance though its
 integrated e-Learning platform, empowering contact centers to effectively and
 efficiently respond to customer inquires and anticipate customers' needs. The
 KnowDev software suite includes five components: Builder, for training course,
 simulation and quiz authoring; Manager, for e-Learning administration;
 Student, for e-Learning delivery; Reports, for knowledge monitoring and
 tracking; and @nswer, for customer training and customer e-Learning.
     The company's software is used by more than 15,000 call agents worldwide
 at companies such as Kaiser Permanente, First Union, and Consumer Financial
 Network. For more information, see the company's Website at
 http://www.knowlagent.com
 
                     MAKE YOUR OPINION COUNT -  Click Here
                http://tbutton.prnewswire.com/prn/11690X49357755
 
 

SOURCE Knowlagent
    ATLANTA, April 26 /PRNewswire/ -- Knowlagent(TM) -- the technology company
 that improves customer contact center performance through its integrated
 e-Learning platform, empowering contact center agents to intelligently respond
 to customer queries and anticipate future needs -- continues to grow with a
 new international client and the addition of an industry leader to its
 management team.
     Knowlagent today announced a global expansion with its new client:
 Monterey, Mexico-based AT&T Alestra. Earlier this month, the company's KnowDev
 system was installed at contact centers for Alestra, the leading long-distance
 carrier in Mexico.
     "The fact that a major telecom company like Alestra has chosen Knowlagent
 further illustrates the strength of our product and our vision," said John
 McIlwaine, co-chairman and co-founder of Knowlagent. "We look forward to
 working with Alestra as it continues to grow, empowering its agents to deliver
 the best in customer service."
     Alestra has more than 2,000 employees and four in-house contact centers
 with more than 700 agents. The company also has an outsourced telemarketing
 contact center, which it plans to bring in-house, that employs 570 agents.
     In addition to adding Alestra to its client base, Knowlagent also welcomes
 an industry expert to its management team.
     Bob Fletcher, 50, brings more than 27 years of call center experience to
 Knowlagent, where he will be responsible for creating a consulting, training
 and implementation professional services division. Before joining the company,
 Bob served as senior vice president of operations at iFleet, a Roswell-based
 company that provides emergency roadside assistance to the transportation
 industry and a Knowlagent customer.
     While at iFleet, Bob oversaw more than 200 employees, three world-class
 response centers, and $40 million in revenues. His contact centers led the
 industry in J.D. Power and Associates rankings and were ranked first in
 customer service as part of the 2000 Emergency Roadside Assistance Study.
     Prior to joining iFleet, Bob served as president of Bob Fletcher &
 Associates, a leading provider of call center consulting that focused
 primarily on improving call center performance and management training. Bob is
 recognized as a subject matter expert in the contact center industry with
 impressive clients such as Gateway 2000 Europe, AirTouch Cellular, Ameritech,
 and Hong Kong Telecom.
     "I've been associated with Knowlagent and its products for two and a half
 years," he said. "I personally know the founders and wanted to associate with
 people who have high values and a lot of integrity. I want to be a part of
 what I believe is the leading product in the contact center space."
     Bob's impressive speaking engagements include the International Call
 Center Management Conference; Purdue University's Call Center Campus; and the
 IEX User Conference.
     "We are excited to have Bob on our team," said McIlwaine. "Not only is he
 a recognized expert in the space, he has first-hand experience with what our
 product can do. Bob will be an invaluable ambassador to both our product and
 our company."
 
     AT&T Alestra
     The leading long-distance carrier in Mexico, Alestra is a joint venture
 between AT&T (NYSE:   T) and Onexa, a joint venture of local banks Alfa and
 BBVA-Bancomer. In October 1999, the company was awarded a wireless in the
 local loop (WILL) telephony license and in May, it was awarded a fixed line
 local license. The Mexican long distance operator plans to launch local
 telephony services for mid-sized companies in Mexico City, Monterrey and
 Guadalajara in July. Local telephone service is planned for high consumption
 residential users and small businesses next year. The company has invested
 more than $1 billion in its infrastructure and plans to build its own network
 over the next five years.
 
     About Knowlagent
     Founded in 1995, Knowlagent improves contact center performance though its
 integrated e-Learning platform, empowering contact centers to effectively and
 efficiently respond to customer inquires and anticipate customers' needs. The
 KnowDev software suite includes five components: Builder, for training course,
 simulation and quiz authoring; Manager, for e-Learning administration;
 Student, for e-Learning delivery; Reports, for knowledge monitoring and
 tracking; and @nswer, for customer training and customer e-Learning.
     The company's software is used by more than 15,000 call agents worldwide
 at companies such as Kaiser Permanente, First Union, and Consumer Financial
 Network. For more information, see the company's Website at
 http://www.knowlagent.com
 
                     MAKE YOUR OPINION COUNT -  Click Here
                http://tbutton.prnewswire.com/prn/11690X49357755
 
 SOURCE  Knowlagent

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