Company Profile

Eyretel PLC

Eyretel is a leading provider of 100% voice and data recording and analysis solutions. Its products and services support and enhance the customer relationship management (CRM) activities of contact centers through quality call monitoring, measurement, analysis, and improvement. Eyretel develops, supplies, and integrates software and hardware systems that allow the complete recording and analysis of all electronic customer communication and interaction, including telephone calls, email, web chat, agent assisted web browsing and desktop computer activity. Traded on the London Stock Exchange (EYR), Eyretel’s North American headquarters are in Calverton, MD with corporate headquarters located in Leatherhead, Surrey in the UK and offices in London, mainland Europe, Canada, Hong Kong, and Australia. Eyretel's worldwide clients include The Regence Group, Canon ITS, Natsource, Global Crossing, The Guardian Life Insurance Company of America, ANZ Investment Bank, CGU, Flightbookers, Royal & Sun Alliance and Seeboard. For more information, visit the Eyretel web site at www.eyretel.com.  
 
Contact Information:
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E-mail:		 Kings Court
Kingston road
Leatherhead   Surrey KT22 7SZ
United Kingdom
++44 (0)870 6000 626
++44 (0)870 6000 636
www.eyretel.com
marketing@eyretel.com
Company Facts:
Founded:
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Revenue:
Employees:		 1991
Public
$25M - $50M
300
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 N/A
 
 
Core Products and Services

MediaStore The first digital multimedia contact storage system to capture voice and data. This is the core of the Eyretel system.
 
QualityCall QualityCall monitors individual, team and contact centre performance and supports the rapid identification of call quality anomalies. By focusing on specific call types QualityCall quickly and easily identifies strengths and weaknesses within call centre representatives, allowing them to focus their efforts on continually improving quality.
 
QualitySelect Eyretel’s solution for the ‘quality only’ market. This where the customer has no immediate requirements to purchase 100% recording but requires a system that will allow evalution and reporting of a sample of the communications within the customer contact centre. QualitySelect offers an upgrade path from fractional recording to 100%.
 
Unify Eyretel Unify was designed as an implementation platform for the recording system in order to provide flexibility and ease of implementation. Unify is a middleware product that integrates different telecommunications and IT infrastructure together.
 
eWare This is an advanced network solution for the recording environment. It is designed to speed up and simplify the process of searching, replaying and monitoring calls
 
Replay Studio Replay Studio is a unique and powerful tool that gives customers the ability to find value in the recordings they already have. It will revolutionise the way customers access their customer contact recordings. Replay Studio introduces the concept of visualising the calls and their details as opposed to the more traditional ‘list and play’ that most of the current software based search and replay interfaces provide.

 

Representative Customers
    
    
    
    
    
    

 

Major Partners
Cable & Wireless PLC (NYSE: CWP)    Eyretel joined the Cable & Wireless Enhanced Solutions Provider (ESP) program in May 2000. The program allows Eyretel to offer it’s complete suite of fully integrated CTI, recording/logging, monitoring and quality assurance products and solutions for the contact centre market along with Cable & Wireless’ extensive menu of data and Internet services - including dedicated Internet access, web hosting, DSL, IP-based Virtual Private Networking (VPN), and Virtual ISP services - using Cable & Wireless’ premier Tier 1 backbone. The introduction of this alliance program maximises the availability of Cable & Wireless’ expanding portfolio of data and Internet services while creating an easier way for Eyretel customers to order Internet-based services.  
Cisco Systems, Inc. (NASDAQ: CSCO)    Cisco took a minority investment in Eyretel prior to their flotation on the London Stock exchange in April 2000. The investment by Cisco cements the existing relationship between Eyretel and Cisco, which includes Eyretel’s appointment to Cisco’s CCBU (Contact Centre Business Unit) Technology Partner Programme. Eyretel’s success in customer relationship management technology combined with Cisco’s expertise in Internet networking and applications will enable both companies to meet the increasingly sophisticated demands of the customers contact centre market. As part of the relationship, Eyretel is integrating its recording technology with Cisco’s Open API’s. This provides a technology link that will allow Eyretel's eCRM (Customer Relationship Management) products to work with Cisco’s contact centre management solution (ICM), and call manager solution (CCM), so providing customers with an integrated solution for their customer contact centre needs.  
Davox Coporation (NASDAQ: DAVX)    Davox’s customer interaction management solutions help companies improve customer service, boost agent productivity, enhance revenues, and contain costs. Eyretel's products enable companies to optimise their customer interaction management software through the complete recording and analysis of all electronic customer communication and interaction, such as telephone calls, email, Web chat, agent-assisted Web browsing and desktop computer activity. Together, Davox and Eyretel will provide contact centres with an end-to-end solution that maximises customer interactions at the point of contact. The Davox/Eyretel interfaced solution is expected to help companies generate additional revenue opportunities, improve profitability, enhance customer retention, reduce staff turnover and achieve greater customer intimacy.  
Siebel Systems Inc (NASDAQ: SEBL)    The alliance between Eyretel and Siebel sees the integration of Eyretel’s complete suite of fully integrated CTI recording, quality monitoring and customer interaction analysis products for the contact centre market with Siebel eBusiness Applications. Once the solution is integrated and validated, Siebel customers will be able to capture and analyse calls, emails, collaborative Web sessions, Siebel screen content and CTI data - allowing them to assess the performance of their contact centres from a customer-centric perspective. The alliance between Siebel Systems and Eyretel will enable a new dimension of customer interaction management in the Siebel Call Centre environment, one that allows customers to focus on and incorporate the human element of customer interaction with other sources of information currently available in Siebel eBusiness Applications.  
    
    

 

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