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Primary Matters Releases Version 1.5 to Define Profitability of Contact Center Activities

Kenwood, CA - January 10, 2006 – Primary Matters, Inc., expert provider of activity-based contact center analysis, announces an upgraded version of The Primary Matters Guide®, Version 1.5, that will enable users to define and project the revenue generated by each activity performed. The Guide™ was developed by Primary Matters as a planning, budgeting and business impact analysis solution, and is now providing even more value to users with this latest advancement.

The advanced capability to define the revenue produced from contact center activities will provide significant benefits to users. Managers of internal contact centers providing outbound calling to generate new business can make decisions based on the profitability of activities rather than just the cost. Outsourcers providing lead generation and qualification services or even up-sell/cross-sell campaigns can quantify to their clients an accurate "profit per call" value.

Users also gain the ability to identify which activities are surprisingly unprofitable. This function will allow users to understand the cost implications of managing customer segments or product lines, and focus their efforts on the activities that generate the most profit. With the capability to define the full profit and loss impact of current and proposed processes, the goal of becoming a strategic profit center can be quickly realized.

The Guide has been widely adopted as the planning and decision support platform for leading customer service and contact centers. It gives users the most accurate reports available to understand their variable and fully-loaded costs. It defines the total cost of ownership and return on investment for proposed technology purchases or operational process changes, and even provides the ability to uncover and eliminate costly and unnecessary process steps.

Brian Hinton, President of Primary Matters comments, "Through many discussions with current and prospective customers, the demand for this type of analysis was conclusive. It’s no longer enough to define your cost per call, product and customer. The need to understand the profit per call, product and customer grows with the competition in the contact center industry. Our goal is to enable planning, decision support and business case development in profit centers as we were already doing for cost centers."

To learn more, visit our website at the following link for the narrated presentation:

Activity-based Analysis in the Contact Center

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 902-794-7095 or visit




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Last modified: May 31, 2006 .