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Strategic Contact

Strategic Contact Inc. and Primary Matters Inc. Announce Partnership

Beaverton, OR/Tiburon, CA September 14, 2004. Strategic Contact Inc., an independent contact center consulting company, and Primary Matters, Inc., experts in activity-based planning, budgeting and business impact analysis, are pleased to announce a partnership. The goal and focus of both Strategic Contact and Primary Matters is that of defining and developing the best path to success for their customers in the contact center industry, and this unification of insight and experience will bring many benefits to clients of both companies.

With Primary Matters’ flagship product, The Primary Matters Guide®, contact center professionals are provided with integrated, accurate business analytics and decision support solutions. After building a baseline of information relevant to an organization through data entry reflecting the current operations and technology environment, The Guide is able to analyze the value of various defined scenarios for technology implementation, process change, and staff changes. For example, the tool is used by Strategic Contact to help clients build plans and business cases for migration to Voice over IP, and to analyze changes identified in opportunity assessments. The analysis results point organizations toward the projects that will offer the highest ROI, as well as other pertinent information such as when breakeven will occur.

Lori Bocklund, founder and president of Strategic Contact, says, “Financial analysis is a big part of what call centers need to do when developing a strategy or making changes to improve their operations. Today, companies need a clear return on investment to justify their plans. We wanted a tool to use routinely in our projects to help clients address those needs, and Primary Matters provides it.” Lori is well known and highly regarded in the contact center industry for her project work, teaching, speaking engagements, articles, a call center technology book, and expertise in contact center strategy, technology, and operations.

Strategic Contact brings extensive knowledge and experience with call center technologies and operations to any project. They strive to assist their clients in identifying the right investments by developing business cases that are “believable and achievable” as Bocklund describes it. They can be counted on for unmatched support in developing and executing a strategy efficiently and effectively.

Mary Jo Kulp, president and co-founder of Primary Matters said “We are very pleased to announce a relationship with Strategic Contact, whose reputation is that of a company that brings a high amount of knowledge and integrity to all of their consulting engagements. Our goal in aligning with them is to extend the benefits of The Guide to their clients.” The value provided for clients of Strategic Contact Inc. will be clear in the way The Guide answers pressing questions about the value of investments and provides the information executives need to support decisions about business and technology change.

About Primary Matters, Inc.

Primary Matters, Inc., provides software products and services that enable activity-based budgeting, planning and business impact analyses.   The company’s solution improves budgeting processes and planning decisions in virtually any operationally intensive business environment. Its flagship product, The Primary Matters Guide® is activity-based, content rich software that uncovers underlying costs of corporate functions such as contact centers, sales groups, field organizations, technical support groups, and any other operational function that is activity, task and resource based. With The Guide, business goals are linked to the resource requirements needed to meet these goals. For more information call 707-833-1564 or visit


About Strategic Contact, Inc.

Strategic Contact is an independent call center consulting firm that helps companies optimize the strategic value of their customer contact technology and operations. Strategic Contact's services help clients achieve their business goals through planning and execution of projects such as voice over IP migration planning, call center outsourcing strategy, information technology planning, and virtual call center design. For more information call 503-579-8560 or toll free 866-791-8560 or visit


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