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Eyretel Reinforces Importance of Customer-Centric Quality Recording and Monitoring at 2001 ICCM - Call Center Management ConferenceBy moving quality assurance from agent monitoring to customer-centric, closed loop improvement, companies can dramatically improve their contact centers' return on investment.CALVERTON, Md., & ICCM 2001, CHICAGO, Booth #1201, July 30 / --Eyretel, a global provider of voice and data recording, quality monitoring, and analysis systems for customer experience management, today reinforced the importance of customer-centric recording and quality monitoring as companies increasingly invest in multi-media contact centers. As the 2001 ICCM - Call Center Management Conference opens, organizations from around the globe are attending the world's largest and most comprehensive event for call center professionals in the call center, e-commerce, and customer service arenas. Using the sophisticated recording and data mining capabilities available today allows companies to understand and improve the customer experience for competitive differentiation and long-term profitability. For the last three years Eyretel has pioneered the transition of contact center quality assurance from agent monitoring to customer-centric, closed loop improvement. While quality monitoring is an important element of the modern contact center's processes, the return on investment associated with taking action on insights gained from a contact center's interactions with its customers eclipse those of monitoring the mean performance of an agent. "The fundamental architecture of the Eyretel system allows us to monitor calls from the customer's perspective," said Elliot Cohen, technology and support manager, Canon ITS, an Eyretel customer. "Using the Eyretel solution, we are able to monitor the complete customer transaction, not just the agent interaction portion." "We felt it was critical to be able to record and have access to ALL customer transactions. When there's a potential quality issue, World Class organizations don't cop out by saying they didn't have access to a call because they do random sampling," said Wendy Welser, Director, Global Service Assurance Call Center Integration, Global Crossing, an Eyretel customer. Pool of Calls Approach Eyretel's recording, monitoring, and analysis solutions allow users to record all customer interactions and then focus their quality efforts on problem areas identified through call outcome or visual analysis tools. Recording based on random or business rules information known only at the start of a call will miss critical calls. In a sales call center, for example, the manager may want to analyze all calls lasting more than ten minutes that did not result in a closed sale. Or a customer service manager may review all unresolved customer complaints. In both cases, it is impossible to predetermine which calls will fit the criteria. Short-term and Long-term Analysis Every organization wants to develop successful, long-term relationships with its customers. This is possible with technology that can store contact interaction data for longer periods of time, taking a minimum of hard disk space by writing to a RAID array storage for shorter-term use and a DAT tape for long-term archiving. RAID storage gives immediate availability of the total customer interaction, including voice and screen activity. A manager would be able to research all of the calls for a lost customer - not just the last one - to develop a timeline and find trouble areas in the customer service process. A supervisor could track the training progress of a new agent or uncover a successful sales script. Integration and Usability At ICCM, Eyretel is demonstrating its recording, monitoring, and analysis suite. Eyretel's systems provide customers with the best technology to achieve ease of integration and to retrieve and analyze actionable information, including: -- Integration with automatic call distributor (ACD), computer telephony integration (CTI), interactive voice response (IVR), and voice over Internet telephony (VoIP). -- Recording of e-mails, agent screen activity, web sessions, and text chat sessions. -- Good system performance during recording because of digital recording and RAID storage capabilities. -- A clear migration path to VoIP recording while protecting recording infrastructure investments. -- Integration with best-in-class third party applications such as eLearning, workforce management, and CRM. -- Usability for supervisory, administrative, and IT staff. About Eyretel Eyretel is a global provider of voice and data recording and analysis solutions for customer interaction centers. Its comprehensive suite of recording, quality monitoring, and analysis products and services support and enhance the customer experience management (CEM) activities of contact centers. Eyretel develops, supplies, and integrates software and hardware systems for both traditional and IP environments that allow the complete recording and analysis of all electronic customer communication and interaction, including telephone calls, e-mail, 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, 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, and HCA- The Healthcare Company. For more information, visit the Eyretel web site at http://www.eyretel.com Editorial Contact: Lindsay Broadhead Banner PR +44 (0) 207 349 2216 lindsay_broadhead@b1.com top of page |
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