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Eyretel captures Best of Show Award at ICCM and CRM Solutions Conference

An independent panel of CRM experts named Eyretel’s QualityCall "Best Agent Monitoring Solution" for its innovation and end-user ROI

Calverton, MD, August 14, 2000 - Eyretel (London: EYR), a leading provider of contact center recording, monitoring, and analysis solutions for customer experience management, received the Best of Show award for the "Best Agent Monitoring Solution" at the ICCM (Incoming Call Center Management) and CRM Solutions conferences. During the conference, held from August 1-3, 2000 in Chicago, an independent panel of CRM industry experts gave the award to QualityCall, Eyretel’s client-server application that provides flexible contact selection, comprehensive scoring capability, and extensive management reporting for all customer interactions. Awards were judged on innovation, end-user ROI, and customer service features. Dubbed Customer Contact Week, the conference showcased the largest exhibition of enterprise-wide customer contact solutions under one roof in the world and chose only one winner in each category.

QualityCall is part of Eyretel’s comprehensive suite of quality recording, monitoring, and improvement products. Designed to provide the right information and tools to improve customer retention, grow sales, and increase profitability, QualityCall allows contact center managers to develop best practice modeling, refine processes, and improve agent performance. QualityCall helps supervisors and management in call centers to perform planned, objective reviews of their staff's interactions with customers. Its award-winning pool-of-calls approach lets users spend more time listening to interesting or unusual calls. Flexible contact selection permits both random and analytical plans, and a comprehensive and objective scoring system ensures consistent methods and measurements. QualityCall provides reporting capabilities that can be used to measure individual or group performance or to benchmark contact quality.

"The ICCM Best of Show award validates our belief that QualityCall and other Eyretel products deliver what our customers need," said Joe McLaughlin, president and COO of Eyretel for North America. "QualityCall’s 100 percent recording capability together with its sophisticated and flexible analysis tools provide timely, useful information for managers who continually strive to improve their contact center’s performance. The ability to capture and analyze every interaction, whether voice, data, or electronic, is critical to improving the customer experience."

About Eyretel

Eyretel is a leading provider of 100 percent 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.

Editorial Contact:
Beth Tracy Gamble
Tucker Street Associates
781-431-1161
gamble@tuckerstreet.com

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