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Eyretel Launches Eyretel Insight Viewer

New application gives anytime, anywhere access to mission-critical customer communications.

 LEATHERHEAD, UK, Nov. 26 / -- Eyretel (LONDON: EYR), a global
provider of voice and data recording, quality monitoring, and analysis systems
for customer experience management, today announced the launch of Eyretel
Insight Viewer, a web-based application that empowers the enterprise by
enabling a wide range of employees to review and act on mission critical
customer communications.  For the first time staff outside the traditional
call center environment can get deeper insight into customers through targeted
review of customer interactions.  Staff working in functions as diverse as
product development, product management, human resources through to sales and
marketing can gain deeper understanding of customers to improve products and
processes and increase customer satisfaction and retention.
   Eyretel Insight Viewer features zero maintenance for desktop PCs through
the use of browser-based technology.  This means reduced costs in set-up and
maintenance of IT infrastructure to support retrieval and replay of customer
communications.  Eyretel Insight Viewer allows authorized users to access the
customer recordings from any PC with Internet-access and a web browser,
including Internet cafes and hotels.  This is of particular benefit to key
customer care personnel who are travelling or away from the office.

   Supports virtual working
   Eyretel Insight Viewer will be beneficial to organizations that outsource
their call center operations or have call center agents operating from a
remote location, such as those based at home.  Managers can retrieve and
replay the calls in order to check quality and ensure that the campaign is
meeting targets.  This is especially important where campaigns might be
falling below sales targets, allowing managers to take remedial action by
identifying particular issues or obstacles and altering the campaign
accordingly.

   Ease of use
   Eyretel Insight Viewer builds standard queries, such as last call, last 10
calls, today's calls, yesterday's calls, and team's calls.  These can be
easily updated or replaced with more business specific search requirements.
Search queries can be tailored to individuals or groups within the enterprise
and accessed through a shortcut within Eyretel Insight Viewer or even saved as
a desktop icon allowing rapid access to key customer interactions.

   Open API
   Eyretel Insight has an open programming interface further extending the
value of the Eyretel Insight system into the enterprise.  Eyretel Insight API
allows third parties to embed Eyretel Insight functionality into their
standard applications, for example allowing call replay from within an
existing desktop PC application.  No longer is it necessary to train
infrequent users on specific recording applications simply to replay a
recorded call.

   Supports mixed telephony environments
   Eyretel Insight Viewer is scalable, allowing access to recordings across
the enterprise regardless of the location or type of recording.  For example,
recordings from multiple sites can all be accessed from the same Eyretel
Insight Viewer application.  In addition, enterprises deploying Eyretel's
class-leading IP recording solutions alongside traditional Eyretel systems can
access recordings on both systems using the same Eyretel Insight Viewer.

   Security
   A corresponding feature of the software is the built in security, which
ensures that business sensitive and confidential information is available only
to those with authorization.  The system administrator defines and designates
a user profile, allowing the user access to functions and data.  This profile
can be easily updated as user roles change within the organization.
Supervisors and managers can assign appropriate levels of access to this
information.

   "Eyretel's vision, which has always driven our product strategy, is to
allow companies to capture and act upon the insights contained within their
communications with their customers," said Nathan George, EVP Marketing for
Eyretel.  "The Eyretel Insight Viewer delivers on this vision by dramatically
easing the access to critical interactions so that people, irrespective of
where they are geographically or within the organization, can replay and act
upon those interactions."
   Eyretel is a global provider of voice and data recording and analysis
solutions for contact centers.  Its comprehensive suite of recording, quality
monitoring, analysis products and services both support and enhance the
customer experience management (CEM) activities in contact centers.  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, e-mail, web chat, agent assisted
web browsing and desktop computer activity in both traditional and IP
environments.  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, Japan, Malaysia, Singapore, China, Australia, and Brazil.  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:
Caroline Harrison
Gray Associates
44 (0) 208 744 9168
carolineh@grayassociates.co.uk
 
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