Xerox Canada Signs Three-Year Contract Extension With ResponseTek Networks for Customer Experience Management Solution

VANCOUVER, BC - April 12, 2005 -- ResponseTek Networks Corp., a leading supplier of Customer Experience Management (CEM) solutions, today announced that Xerox Canada has signed a three-year contract extension for its CEM software suite to continue to effectively manage customer loyalty.

In order to ensure high customer retention levels, Xerox closely monitors customer interactions and satisfaction levels using ResponseTek CEM. Under the agreement extension, ResponseTek will continue management of Xerox’s service quality program for its managed services group, which offers in-house, cost-saving imaging and electronic systems to many of Canada’s largest organizations.

ResponseTek CEM provides Xerox with a clear view into the satisfaction of the Canadian end users at various client sites. Serving as an early warning system, the solution enables Xerox to better understand and resolve individual customer problems as well as gain insight into strategic issues. By analyzing the aggregate information, Xerox can often find the root causes of common issues and proactively resolve them.

According to Syed Hasan, president and CEO of ResponseTek, “We are delighted that Xerox’s positive experience with ResponseTek CEM has led to this contract extension. Customers of Xerox’s business services are outsourcing an integral part of their business and expect the highest levels of service. ResponseTek CEM helps Xerox monitor and improve service quality and customer satisfaction using a structured framework to garner customer experience information in a relevant timeframe. This enables Xerox to clearly differentiate its managed services offerings by ensuring elevated levels of services. We congratulate Xerox on its success in establishing a best practice in the service outsourcing market and look forward to working closely with it during the coming years.”

About the Solution
ResponseTek CEM helps quality-driven firms increase revenue and profits. It dramatically reduces customer turnover by monitoring, managing and continuously improving the experience of an organizations’ key stakeholders (customers, employees, vendors, and other stakeholder groups). ResponseTek CEM provides a complete set of touch points, including the Web, IVR, wireless devices, and kiosks enabling ResponseTek clients to collect crucial customer feedback in real-time from every interaction in the most convenient and appropriate manner.

ABOUT RESPONSETEK

Founded in 1999, Vancouver-based ResponseTek Networks Corp. (www.ResponseTek.com) helps quality-driven Global 1000 firms increase revenue and profit by dramatically reducing customer turnover. Its complete Customer Experience Management (CEM) software enables firms to continuously improve quality of service based on immediately knowing and acting upon their customers’ experiences. ResponseTek complements traditional CRM systems that focus on client histories, but not individual customer experiences that are critical to creating satisfied, loyal and profitable customers. It provides executives and managers with real-time enterprise-wide visibility into how customers perceive their organization’s performance. Management can then track, analyze and resolve problems by internal groups such as departments, regions or individuals to effectively drive business improvements.

Unlike market research firms, ResponseTek’s complete end-to-end business solutions are designed for multiple stakeholders (customers, employees, partners); route real-time communication feedback directly to the responsible individual/business area where decisions can be made via actionable data; require minimum resource allocation; and operate in multiple environments (Web, wireless devices, IVR systems, kiosks, etc.). Among its clients are T-Mobile, HSBC, Aon, Xerox, Washington Mutual, NTL Home, Lastminute.com, and WestJet Airlines.

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