Discovery Holdings, the South-African based risk management company that provides healthcare and life cover, has invested in call recording and analysis solutions from Unisys and Eyretel.
These systems will assist Discovery to analyse the content of customers' contact with approximately 400 customer service agents. This is the first phase of a project which will ultimately result in more than 700 agents employed at Discovery's call centres in Johannesburg and Cape Town using this new technology. These call centres will assist Discovery to identify instances where the customer might be terminating their insurance policy, a patient's hospital admission, or identify areas where agents could benefit from more training.
Discovery's call centres handle both inbound and outbound calling activity. Inbound relates to calls regarding advertising, claims handling and product enquiries, while outbound call will assist in generating sales for Discovery from its brokers.
The Eyretel solutions, from Unisys, include the following:
* QualityCall - improves agent performance through an unbiased scoring methodology and helps the contact centre manager identify the training requirements of each agent.
* Replay Studio - identifies important calls for further business analysis and agent training. It also provides a comprehensive overview of all recorded contact.
* Eyretel Performance Manager - a business intelligence application, which can be accessed by various divisions in the organisation, that automatically collects key performance measures and records interactions from the contact centre.
Underlying the Eyretel applications is the Eyretel MediaStore interaction recording solution, which will enable Discovery to record voice calls and screen-based interactions simultaneously.
Stewart Whyte, Executive Director of Customer Management for Discovery Health says, "Customer service excellence is a core belief of ours and Eyretel's technology will ensure that our call centres deliver a highly responsive service, which is essential for our continued success."
Nick Discombe, Eyretel's Chief Executive says, "Eyretel is proud to be part of this partnership, and to be able to offer the business benefits to Discovery that recording and analysing customer interactions and quality management can provide."
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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, Global Crossing, The Guardian Life Insurance Company of America, ANZ Investment Bank, CGU, and Flightbookers.
For more information, please visit http://www.eyretel.com
Unisys is a worldwide information technology services and solutions company whose 39,000 people help clients in more than 100 countries utilise technology to seize opportunities, overcome challenges and succeed in the global economy. The company offers a rich portfolio of business solutions led by its expertise in consulting and systems integration, outsourcing, network services and security, coupled with leading enterprise-class server and related technologies. Primary vertical markets for Unisys worldwide are the financial services, transportation, communications, media, commercial and public sectors, including U.S. federal government customers. Unisys is headquartered in Blue Bell, Pennsylvania, in the Greater Philadelphia area. For more information on the company, access the Unisys home page on the World Wide Web at http://www.unisys.com .
Discovery Holdings is a specialist risk management company listed on the Johannesburg Stock Exchange (JSE). The company is made up of four distinct businesses, which all share a clear vision - to make people healthier and enhance and protect their lifestyles. Discovery Health, founded in 1992, is now the largest open medical scheme in South Africa providing more than 1.1 million members with comprehensive, sustainable health cover. With its launch in September 2000, Discovery Life created the unique category of Invested Risk Benefits, signalling a completely new approach to life insurance. The HealthStyle company, Discovery Vitality, gives clients of both Discovery Health and Discovery Life access to unprecedented health and lifestyle benefits through its partnerships with health and leisure organisations. Destiny Health - Discovery's US start-up - was launched in May 2000 to offer the vast and complex US market an alternative to the traditional managed care approach. Discov!
ery brings together operational, actuarial, financial, clinical and marketing skills. These skills sets combine with a unique business model to help realise the vision of making a tangible difference in quality of people's lives.
For further media information please contact:
Caroline Harrison/Michael Gray
Tel: 020 8744 9168
Fax: 020 8744 9169
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