Eyretel plc, a global provider of voice and data recording, quality monitoring and analysis systems for both traditional and IP Telephony customer contact environments, today announces that Threadneedle Investments, one of the UK’s premier investment companies, is upgrading its existing Eyretel contact recording and quality monitoring systems to new IP-based versions. The new Eyretel software is fully compliant with Threadneedle’s recent investments in Cisco IP voice and data systems and infrastructure.
Eyretel’s IP-based solution MediaStoreIP will be used to record and store calls handled at Threadneedle’s London and Swindon offices. In total, around 1000 people work in these offices, including teams handling transaction queries from private and corporate clients. Eyretel’s quality monitoring solution QualityCall will be used at the Swindon site to score and analyse customer interactions - helping management bring about continuous quality improvement by identifying strengths and weaknesses in customer contacts quicker and more easily. The benefits of Eyretel’s call recording and quality monitoring systems are clear, according to Lesley Jones, Call Centre Manager of the company’s Swindon site. “The biggest benefit of contact recording and quality monitoring is that staff have a structured approach to their work and development. Since we started using the Eyretel quality monitoring software in 1999 we have seen a big improvement in call handling skills, which has helped us increase the effectiveness of our communication with customers and promote customer loyalty and agent efficiency,” says Lesley.
“The move to an IP-based environment and the recording of customer interactions across both sites will bring new benefits,” adds Phil Whittock, responsible for the IP Telephony deployment at Threadneedle. “Recording of agents will enhance the capabilities of Threadneedle’s investment services to customers through the provision of an extremely robust and secure audit and transaction trail, whilst IP will give us a cost-effective and up-to-date business solution to help drive our business forward.”
Management will be in a stronger position to provide appropriate levels of support and training to agents through the playback or ‘reconstruction’ of recorded customer interactions.
Threadneedle will be able to analyse all interactions via a single system, making the whole process of analysis fast, accurate and cost-effective. Furthermore, since both sides of an IP voice conversation can be recorded and stored separately, management can now analyse each separately for maximum clarity.
Phil Whittock is clear about the reasons for choosing Eyretel and says, “Quite simply, Eyretel offered the best all-round choice. There was no need for further investment in proprietary hardware as the Eyretel software already runs on standard PCs and supports replay access via a web browser. This flexibility is especially important in an organisation like ours where different staff will have different needs. Also, MediaStoreIP supports the ‘extension mobility’ feature on Cisco’s CallManager software-based phone switch that enables system users based at one site to travel to the other, log on and make/receive calls as if they were at their own desk - with all calls being automatically recorded based on their profile.”
Phil continued, “As part of our continued commitment to customer care and in our drive to offer all of our customers a robust service we’re confident that Eyretel’s IP-based contact recording and monitoring solutions will play an important role in our efforts.”
The Eyretel products were purchased from Logical - a Cisco gold partner as well as an Eyretel partner - based in Slough, UK.
“We’re delighted that Threadneedle has invested in Eyretel’s IP-based contact recording and quality monitoring solution. We’re confident that this purchase can assist Threadneedle in improving customer loyalty in a sector where competitive pressures continue to grow,” says Roger Andrews, Eyretel’s EVP for the EMEA region.
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Notes to editors
Issued by Threadneedle Asset Management Limited (TAML), which is regulated by the FSA. TAML is part of the Zurich Financial Services Group, a global leader in integrated financial services, providing customer solutions in the area of financial protection and asset accumulation.
Eyretel (London: EYR) is a global provider of voice and data recording, quality monitoring and analysis systems that enhance customer experience management (CEM) activities in customer contact environments. Eyretel systems provide for up to 100% recording and analysis of all customer electronic communication and interaction, including telephone calls, e-mail, web chat, agent assisted web browsing and desktop computer activity in both traditional and IP telephony environments.
Eyretel’s end-to-end suite of products and services allow enterprises to manage risk involved with regulatory compliance or the protection of public safety, through reliable recording of caller contacts; to achieve greater customer intimacy, while generating additional revenue opportunities and increasing customer retention; and to improve contact centre efficiency, with increased profitability, higher agent performance and reduced staff turnover. With operations in Europe; the Americas; Asia Pacific and Africa, Eyretel serves a worldwide set of blue chip clients.
Visit Eyretel on the World Wide Web at http://www.eyretel.com
Eyretel is a trademark and MediaStore is a registered trademark of Eyretel plc in the United Kingdom, the United States and other countries
For further enquiries please contact:
T: + 44.(0)20.8744.9168
T: + 44.(0)870.6000.626
T: +44 (0)20 7464 5924.
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