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Diamond Triumph Auto Glass, Inc. Offers Web-Based Claims Management with DTAG Express

Diamond Triumph Auto Glass, Inc. has announced its telecommunications conversion to the Avaya Definity ACD System. Diamond Triumph began working with Parente Technology, LLC in March 2002. Parente Technology, LLC, a division of Parente Randolph, is a licensed distributor of Avaya products. Avaya is a worldwide leader in unified messaging, messaging systems, call centers and structured cabling systems.

Peter Richter, Diamond Triumph SVP of Business Development and Marketing, commented, "With the addition of service centers nationwide and a rapidly growing customer base, the next phase in furthering an aggressive service offering was to increase the functionality and productivity of our call centers, presenting a wider range of services and scalability to existing and potential clients."

The Definity ACD System, implemented in Diamond Triumph's primary call center in the Kingston, PA headquarters, provides CMS, historical reporting capabilities, real-time monitoring, intelligent call routing, IP agent capability for remote agents and customer-activated options in queue designed to reduce wait times. The inclusion of the NiceLog System allows for real- time and historical recording of all calls. These recordings are capable of wave format for email and Internet transmissions, designed to meet the varying needs of a diversified clientele base.

Dennis Coval, Parente Technology's VP of Professional Services, said, "Offering the latest in telecommunications and Call Center management applications, we were able to customize a program appropriate to Diamond Triumph's needs with the latest version of Avaya products."

Insurance companies and agents alike can now process all of their auto glass claims quickly online. A streamlined Loss Notice XML Format is passed from the agent / claim office to Diamond Triumph within seconds, eliminating the bothersome task of transferring policyholder from insurance CSR to auto glass CSR.

Richter added: "The DTAG Express model is a first in auto glass claims management amongst players in our field. It provides yet another method to expedite claims rapidly. And the cost-effective model through which it was built allows us to offer these additional services to our clients without imposing any ancillary charges, sustaining commitment to our low-cost business model."

Diamond Triumph Auto Glass, Inc. headquartered in Kingston, PA, is a provider of automotive glass replacement and repair services. Diamond Triumph operates 266 company owned automotive glass service centers, over 1,150 mobile installation vehicles and six distribution centers in 46 states.

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