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Convergys Corporation Chooses Eyretel's V.6.0 Recording and Analysis Suite for Four Sites

Convergys will record and analyze service agents' customer interactions to ensure the highest quality customer experience for its clients.


   CALVERTON, Md., Oct. 4 / -- Eyretel (LONDON: EYR), a global
developer and supplier of recording, monitoring, and analysis solutions for
customer experience management, announced today that Convergys Corporation
(NYSE: CVG), the global leader in integrated billing and customer care
services, has selected Eyretel's MediaStore, Unify, eWare, and QualityCall
recording and analysis platform for four Convergys contact centers.  The four
sites, located in Pueblo, CO; Omaha, NE; Ogden, UT; and Cedar City, UT, employ
approximately 1200 service agent positions.
   Eyretel's MediaStore recording platform digitally captures voice and
screen activity, which can then be played back and analyzed to resolve
customer complaints and identify agents who need additional training on
product and service knowledge or customer service skills.  Unify tightly
integrates the recording system with the other elements of a call center
infrastructure, allowing the recording of the content and context of the
customer interaction.  eWare, a unified database and networking technology,
gives seamless access from a central location to recordings located at any
site, with the ability to play them back over the LAN or WAN.  QualityCall, an
award winning application for monitoring and managing contact center
communications, provides flexible, consistent, and objective scoring and
performance measurement.
   Convergys Corporation enables companies to create greater value from their
customer relationships through the application of billing solutions and
interactive customer care.  Supported by fully integrated, multichannel
customer contact centers and state-of-the-art data centers, Convergys
solutions offer a "high-tech, human-touch" approach that couples highly
skilled customer service representatives with advanced customer and
information management technologies.
   "We are committed to maximizing the value inherent in each customer
relationship for our clients by selecting best-of-breed technology and
integrating it with other contact center application systems and business
processes," said Doug Jones, general manager of Convergys Custom Solutions
Group.  "In this way, Convergys is able to leverage Eyretel's expertise to
provide the leading-edge solution to the marketplace.  Our experience with
Eyretel's solution to date has been excellent call clarity, high productivity
using the high-speed playback feature and 100 percent call capture
reliability."
   "We are excited that Convergys has selected Eyretel's advanced Customer
Experience Management system and are deploying 100 percent recording in their
contact centers," said David Fitzgerald, president & COO of Eyretel Inc.
"Convergys is the market leader in the outsourced contact center industry, and
their decision validates that we have built, and continue to build, the
industry leading solutions for recording and analyzing voice and data in
contact centers."

   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, including agent best practice modeling and process improvement.
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 www.eyretel.com.

   About Convergys Corporation
   Convergys Corporation (NYSE: CVG), a member of the S&P 500 and the Forbes'
Platinum 400, is the global leader in integrated billing and customer care
services provided through outsourcing or licensing.  We serve top companies in
telecommunications, Internet, cable and broadband services, technology,
financial services, and other industries in more than 30 countries.
   We bring together world-class resources, software, and expertise to help
create valuable relationships between our clients and their customers.  This
commitment is validated by the more than 1.3 million individual bills our
software produces each day to support more than 100 million subscribers, and
by the more than 1.2 million separate customer contacts we manage each day,
both live and via electronic interaction.
   Convergys (TM) employs over 45,000 people in 49 customer contact centers
and in our data centers and other offices in the United States, Canada, Latin
America, Israel, and Europe.  Convergys is on the net at www.convergys.com,
and has world headquarters in Cincinnati.
   Convergys and the Convergys logo are trademarks and Atlys is a registered
trademark of Convergys Corporation.


 
Editorial Contact:
Myra O'Connell
Global marketing Manager, Eyretel
+44(0) 870 6000626
myra.oconnell@eyretel.com
 
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