T-Com Slovak Sees Exponential Sales Improvements Through First-Time Use of the Knowlagent Solution Suite on European Continent; Contact Centre Agents Show Sales Performance Enhancement in Less Than Seven Weeks

Odhinn Europe, the European joint-venture partner of
Knowlagent, today announced the roll-out of the Knowlagent Solution
Suite to all call centre agents at T-Com Slovak in order to improve
sales and customer service performance in the company. The deployment
is the result of a successful "dual-pilot" that proved sales and
revenues could be increased by at least 15 percent in seven weeks in
two agent groups serving inbound customers and outbound sales agents.
"My goals were to determine without doubt if Knowlagent could help
increase the sales and revenue performance of my call centre agents
and improve operational efficiency," said Jeroen Hollestelle, Managing
Director of T-Com Slovak's Call Service o.z. "We measured the
performance of a group of agents using Knowlagent learning modules
over a seven week period and compared their results against a similar
sized control group. The results were undisputed and we decided to
deploy Knowlagent immediately."
The T-Com Slovak pilot included the creation of two separate
testing environments for inbound and outbound activities. The total
combined agent sales increase averaged 27 percent, which was much
higher than T-Com Slovak expected. By sending discrete pieces of
training to the agent desktop and providing improved performance
tools, Knowlagent increased agent commitment to T-Com Slovak's goals
to boost sales and provide excellent customer service.
The pilot's success speaks to Knowlagent's ability to deliver
personalized real-time performance training during contact centre
agent downtimes, without negatively impacting operational metrics. The
improved solutions provide customers with new capabilities based on
the same patented technologies, processes and best practices as
Knowlagent r8. These solutions can be implemented in any combination,
in any order.

Knowlagent Solutions include:

-- Knowlagent(R) Job Match: Delivers immediate improvements in
attrition and productivity by helping companies hire the right
people from the start, and placing them where they will be
most effective and productive.

-- Knowlagent(R) Initial Training: Provides proven training
processes, content, realistic simulations and testing to help
companies produce more productive new hires in less time.

-- Knowlagent(R) Continuing Training & Communications: Improves
agent performance by finding time for ongoing training and
communication - without taking agents off the frontline.

-- Knowlagent(R) Coaching & Performance Management: Provides the
tools, processes, skills and measurements needed to
effectively coach and change agent behavior while allowing
management to measure the impact of coaching activities.

"The preparations and implementation took less than seven weeks.
The teams of our two companies worked together as true partners to
achieve the desired results," said Hollestelle. "During that time,
Odhinn built 42 learning modules for the two pilot groups, installed
the Knowlagent solution and integrated it to our Avaya switch--a
remarkable achievement! We are now in the process of transferring this
know-how to our people so we can continue to generate these results."
Furthermore, based on the pilot results, T-Com Slovak expects the
company will see a quick return on investment in the Knowlagent
Solution Suite within six months. T-Com Slovak is confident that
Knowlagent's solution will help increase call centre revenue and sales
growth in the future.
Rutger Pekelharing, CEO of Odhinn Europe, said "Together with
T-Com Slovak, we set an ambitious goal to realize substantial
increases in agent performance in such a short space of time. Thanks
to the professional team at T-Com Slovak, this proved not to be a
risk. It was a pleasure to work together with them."

About Odhinn

With the Knowlagent Solution Suite Odhinn helps leading call
centre companies create rapid and sustainable growth of revenues and
reduction of costs without disrupting service levels in the service
environment, and improve call centre agent recruitment and training
metrics. For more information, call +31(30)215-5005 or visit
www.odhinn.com.

About Knowlagent:

Founded in 1995, Knowlagent is a privately held company
headquartered in Alpharetta, Ga. Knowlagent is an innovative software
company with a strategic solution that helps balance today's complex
call centre priorities - costs, revenue & customer loyalty. Because
the Knowlagent Solution Suite was built exclusively for the call
centre, it integrates seamlessly with existing technology and
specialized work environments to drive the whole business toward
extraordinary value. The Knowlagent Solution Suite is the only
advanced call centre software solution that addresses the strategic
challenges of driving value at the front line of business. For more
information, call 888-566-9457 or visit www.knowlagent.com.

About Slovak Telekom:

Slovak Telekom, a. s. is dynamically developing company with many
years' traditions at Slovak telecommunications market. At the same
time, company is the leader in the provision of telecommunications
services in the Slovak Republic. The company owns and operates a
telecommunication network covering the entire territory of Slovakia,
provides national and international telephone services, a wide
portfolio of data services. Slovak Telekom, a. s. is the leader in
providing broadband internet access and is dynamically developing
operator providing services in the field of internet entertainment
content. Completing the digitalisation of its network through the NGN
technology Slovak Telekom, a. s. turned into a telecommunication
operator operating one of the largest IP NGN networks in the world
from among the incumbent fixed line operators. Slovak Telekom, a. s.
is a member of the multinational Deutsche Telekom Group (Frankfurt,
Amtlicher Handel: DTE/NYSE:DT). The majority shareholder of Slovak
Telekom is Deutsche Telekom AG owning 51 % of the shares. The Ministry
of Transport, Postal Services and Telecommunications of the Slovak
Republic owns 34 % of the shares and the National Property Fund of the
Slovak Republic holds 15 % of the shares. Slovak Telekom, a.s. is the
sole owner of T-Mobile Slovensko, a. s., which provides mobile
communication services and operates data networks. T-Mobile Slovensko,
a. s. is a member of the T-Mobile International Group, one of the
largest mobile communication companies world-wide. T-Com is the
business brand of the Slovak Telekom, a. s. for the providing of fixed
line products and services.

About The Slovak Telekom Group:

Slovak Telekom Group comprises the parent company Slovak Telekom,
a. s. and its subsidiaries T-Mobile Slovensko, a. s., RK Tower, s. r.
o., RK Transmission (in liquidation), Zoznam, s. r. o., Zoznam Mobile,
s. r. o. and TBDS, a. s. Branches of the company - Radiokomunikacie,
o. z. and Commercial Call Centre, o. z. are also parts of the Slovak
Telekom, a. s. company. Slovak Telekom Group is the only provider of
comprehensive telecommunications services in Slovakia, offer its
customers fixed network services, mobile communications services,
access to the Internet, Internet content, data services, sale of
customer premises equipment, radio and television broadcasting
transmission services or commercial call centre services.