Hear from our Employees!

The year 1998 marked a remarkable chapter in Melita's history, as the company embarked on a journey of unprecedented growth and innovation. It was a year that witnessed not just success, but the transformation of the company's products, developments, and accomplishments into an engaging and inspiring success story.

In 1998, Melita achieved a staggering 42% surge in revenue, soaring to an impressive $93.4 million from $65.8 million in the preceding year, 1997. The financial prowess didn't stop there; the net income for 1998 skyrocketed to a remarkable $11.7 million, a remarkable increase of 53.6% compared to the pro forma net income of $7.6 million recorded in 1997. 

By the end of 1999, company's revenues surged to nearly $100 million.

The story of triumph continued with diluted earnings per share surging by 40% to reach $.74, a substantial growth compared to the pro forma diluted earnings per share of $.53 in 1997.

Amidst this financial triumph, 1998 was also a year of pioneering innovation for Melita. 

Their PhoneFrame® Explorer customer contact solution became a global sensation, embraced by new and loyal customers worldwide. These visionary customers implemented comprehensive contact strategies that not only enhanced productivity but also elevated the effectiveness of their interactions. 

PhoneFrame Explorer was more than just a product; it was a catalyst for continuous innovation, introducing the groundbreaking MPower™ architecture. MPower was an open, standards-based, object-oriented architecture designed to seamlessly integrate with other contact center platforms. 

With inherent support for a variety of communication channels, including the Internet, fax, email, and voice, MPower was a game-changer.

In the same year, Melita expanded its enterprise desktop strategy, enhancing their agent solution, Magellan™, and introducing Magellan. This dynamic desktop application empowered contact center agents to nurture customer relationships by providing dynamic and interactive access to customer and product information. 

The result was not only heightened agent productivity but also a significant boost in the effectiveness of customer interactions.

The release of Melita OpenClient Access in 1998 sparked tremendous excitement among Melita's customer base. This innovative offering catered to advanced technical resources looking to develop their applications using commonly used programming languages. 

Melita set a groundbreaking precedent by providing a software environment that facilitated the tight integration of third-party or internally developed applications with the Melita system. When combined with PhoneFrame Explorer, Magellan, or Melita OpenClient Access, these products forged a comprehensive outbound or blended call center solution.

Towards the end of 1998, Melita extended its Explorer product line with the launch of Melita Enterprise Explorer. 

This product brought a host of benefits, including mixed media collaboration services and the ability to craft seamless, comprehensive contact management strategies across enterprises. 

Melita Enterprise Explorer, a centrally located Universal Server1* platform had the capability to orchestrate distributed, multisite contact centers, a distinctive feature not found in other integrated customer contact offerings. 

This innovation was not just well-received; it left an indelible mark on the marketplace, influencing sales and earning multiple industry awards for its product and technology innovations. 

The announcement of Melita Enterprise Explorer assured customers and prospects alike that Melita remained committed to understanding customer needs and providing responsive, innovative solutions.

Furthering its commitment to customer-centricity, Melita expanded its sales and support capabilities in 1998 by inaugurating several new offices strategically placed to be closer to their valued customers. In parallel, they made substantial investments in technology and infrastructure, ensuring the necessary tools were in place for effective communication with customers and partners around the globe. 

This international expansion took Melita to markets poised for faster growth than the North American markets, a testament to their vision for the future. The company also solidified new business partnerships that would create distribution channels and service capabilities on a global scale. Melita was relentless in building upon its international marketing presence.

To provide unwavering global support to their burgeoning customer base, Melita unveiled the Compass" suite of services, a comprehensive offering encompassing Consulting, Education, application integration, and Global Support. 

A standout feature was Global Support Remote Services, an advanced technological solution for remote diagnostics, monitoring, and control. With these cutting-edge services, support personnel could detect and address issues before they become critical, empowering customers to extract the maximum potential from their systems.

The year 1998 was more than a financial triumph for Melita; it was a testament to their unwavering commitment to innovation, customer satisfaction, and global expansion. It was a year when Melita's products, developments, and accomplishments transformed into an inspiring success story, laying the foundation for a future defined by excellence and innovation.