Eyretel, a global provider of voice and data recording analysis systems, announces today that Athens-based Omega Bank has enhanced the capabilities of its contact centre with the Eyretel MediaStore IP call recording solution.
The Eyretel solution will enable Omega to record calls handled by 140 banking representatives and securities traders and ensure that a compliance audit trail is available to business customers, offering them security and peace of mind. Omega expects to increase the number of MediaStore IP licenses purchased from Eyretel when it opens seven new bank branches in the near future.
Eyretel's MediaStore IP call recording solution is an IP-based contact storage system that captures, stores, retrieves and replays Voice over IP (VoIP) customer communications. MediaStore IP integrates with the Cisco IP Contact Center (IPCC) and IP telephony solutions, enabling contact centres to use the same IP infrastructure to digitally process both voice and data. Contact centres will be able to record across all channels - telephone, web chat, agent assisted web browsing, desktop computer activity and email - and monitor and analyse these via a single system. Furthermore, since both sides of an IP voice conversation can be recorded and stored separately, this gives management the ability to analyse each separately for maximum clarity.
The move to implement MediaStore IP, the industry's first truly convergent IP voice and data recording system, is viewed by Omega Bank`s Head of IT Systems & Communications, Evaggelos Aggelopoulos, as crucial to offering its customers a more robust service in the dealing room and trading sales environment. He believes this will also give the bank a competitive advantage as it implements its plans to expand nationally into retail banking.
Aggelopoulos, who has overseen the installation, comments, "Our personnel are currently based in two separate buildings in Athens, so an initial advantage of this system will be to capture customer information from incoming and outgoing calls, even as calls are transferred between the two buildings."
He continues, "Not only are we delivering a secure and compliant trading environment for our customers, we are also investing in a system that gives us the very latest call recording technology and I believe this will play a crucial role in facilitating our move into retail banking. Seven new branches are due to open, four in Athens, one in Salonika, one in Crete and one in Larissa. Our decision to choose Eyretel's solutions was based upon our desire to continue our implementation with best of breed solutions, from vendors such as Cisco, Microsoft and IBM. We certainly view Eyretel in this league and another distinct advantage is that the ease with which our customer sales and trading representatives are able to deploy the system."
Nick Discombe, Eyretel's Chief Executive says, "Omega Bank has been quick to realise the benefits that it can achieve by investing in an IP-based contact centre solution. This is a foresighted move, as it puts Omega in a particularly strong position to capitalise on the new business opportunities that await them following their move into retail banking. I'm convinced we will see an increasing number of financial institutions upgrading to voice over IP (VoIP) solutions in the near future to take advantage of faster and more cost-effective voice recording."
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Eyretel (EYR.L) is a global provider of voice and data recording and analysis solutions for contact centres. Its comprehensive suite of recording, quality monitoring, analysis products and services both support and enhance the customer experience management (CEM) activities in contact centres. 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. Headquartered in Leatherhead in the UK, Eyretel also has offices in the United States, mainland Europe, Hong Kong, Japan, Malaysia, Singapore, Shanghai, 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 Flightbookers.
For more information, please visit http://www.eyretel.com
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