Knowlagent has been chosen by industry analyst organization Frost & Sullivan of New York as the market leader for contact center e-Learning in North America.

In the report, “North American Agent Performance Optimization Software Markets,” Frost & Sullivan recognizes contact center e-Learning as a unique category, separate from quality monitoring, workforce management and analytics. According to the report, Knowlagent “pioneered the contact center e-Learning market and is the only stand-alone provider focusing on the unique needs of the contact center.”

Knowlagent became profitable in the first quarter of 2002 and is projecting year-over-year revenue growth of 464 percent. The Atlanta-based company has experienced a 98 percent increase in its customer base this year, adding several new clients, including Convergys and AT&T Broadband.

Through its patented integration engines…RightTime and RightContent…Knowlagent identifies individual agent performance gaps and skill deficiencies. Its PROPEL methodology identifies the causal factors that prohibit achievement of prioritized business objectives and delivers a Learning Strategy to change agent behavior.

The Frost & Sullivan report states that e-Learning closes the loop in the performance optimization process and improves agent performance, resulting in decreased training costs, increased up-sell/cross-sell conversions and the delivery of consistent, predictable customer service.


Frost & Sullivan: