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Eyretel Announces Siebel ValidationEyretel successfully integrates its Customer Interaction Management solution with Siebel eBusiness 2000Leatherhead, 16 October, 2000 – Eyretel (London: EYR), a leading global developer and supplier of contact centre recording, monitoring, and analysis solutions for customer interaction management, today announced that the integration between its customer interaction management solution and Siebel eBusiness Applications has been successfully validated by Siebel Systems. Siebel Systems, Inc. (Nasdaq: SEBL) is the world’s leading provider of eBusiness applications software. The Siebel Validation Programme evaluates and documents integrated third-party solutions by putting them through rigorous technical scrutiny.Eyretel’s customer interaction management solution comprises a complete suite of fully integrated CTI recording, quality monitoring, and customer interaction analysis products that can now track all customer interaction across an organisation deploying Siebel eBusiness Applications. With this validation, customers of Siebel Systems and Eyretel can now access Eyretel’s recording and analysis system from within Siebel eBusiness 2000, the latest release of Siebel eBusiness Applications. With this integration, users of Siebel eBusiness Applications are now able to include voice interactions in the existing historical customer profile. Users can also deploy the scripting language built into Siebel eBusiness Applications to control the recording and tagging of interesting calls. The integration of Eyretel’s customer interaction management solution with Siebel eBusiness Applications allows users to highlight areas of strong and weak performance in their contact centre. The integrated solution also provides for rapid access to customer interactions in case of dispute or complaint. Agents can review recent calls online before making follow-on calls. This integrated capability enhances risk management by providing evidence for disputes while delivering uniform quality of service across all channels in multi-channel customer contact centres. The integrated Eyretel solution captures voice, web-chat, assisted web-browsing and email. The integration facilitates the definition of business rules within Siebel eBusiness Applications to tag calls of interest for later analysis. It operates with any switch middleware environment, supports most common ACD systems, and provides maximum scalability to support single, multi-site, and virtual centres. "Siebel Systems’ outstanding technology and market leadership has significantly impacted the way companies do business," said Nick Discombe, CEO of Eyretel, a Siebel Premier Software Partner. "As a result of the integration of Eyretel’s voice and data recording capabilities with Siebel eBusiness Applications, Siebel customers can comprehensively track, store, and review all their customer communications, including voice." "The integration of Siebel eBusiness Applications with Eyretel’s customer interaction management solution delivers compatible architectures, enterprise scope and cutting-edge technology to provide a unique, seamless solution that allows companies to efficiently build dynamic customer relationships," said Michael Straub, alliances technical director at Siebel Systems. About Siebel Systems Siebel Systems, Inc. (Nasdaq: SEBL) is the world’s leading provider of eBusiness application software. Siebel Systems provides an integrated family of eBusiness application software enabling multichannel sales, marketing and customer service systems to be deployed over the Web, call centres, field, reseller channels, retail and dealer networks. Siebel Systems’ sales and service facilities are located in more than 28 countries. For more information, please visit Siebel Systems’ Web site at http://www.Siebel.com. About Eyretel Eyretel is a customer experience management specialist, providing 100 percent voice and data recording and analysis solutions for customer contact centres. Its comprehensive suite of recording, quality monitoring, and analysis products and services support and enhance the customer relationship management (CRM) activities of contact centres, including agent best practice modelling and processes 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 http://www.eyretel.com. Editorial Contact: Judith Schunke/Sarah Anne Bray Banner PR ++44 (0)20 7349 2302 eyretel@b1.com top of page |
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