* Desktop monitoring software helps agents deliver consistent, high quality
customer service; Also helps IT management maintain IT security and manage software licensing costs*
Leatherhead, UK, 13th November, 2002 – Eyretel plc, a global provider of voice and data recording, quality monitoring and analysis systems for the optimisation of contact centres and other customer contact environments, today announced the launch of Contact Focus™, a new member of its Contact
7000™ product suite. Contact Focus is desktop monitoring software that allows contact centre supervisors to accurately measure and improve the workflow and desktop productivity of contact centre agents and their supporting back office teams.
By capturing and reporting on data concerning which applications are being used by which employees, how, when and for how long, Contact Focus provides an analytical view of desktop workflow, which an be readily analysed to provide insights into agents’ desktop activity – both on and off the phone. Through integration with Eyretel’s core Contact Store voice and data recording platform, Contact Focus is able to track agent’s telephone activity as well as use of standard applications and
specialist customer relationship management (CRM) tools, giving a total view of all aspects of the nteraction workflow.
“With the range of sophisticated tools that contact centre agents are expected to use nowadays, it’s become quite a challenge for companies to ensure that they are able to use the contact centre applications as efficiently as possible,” said John Bourne, Eyretel’s Executive Vice
President, Global Marketing and Corporate Strategic Alliances. “Contact Focus is intended to help supervisors monitor agent screen and phone activity and workflow and to identify training needs and changes in business processes and the applications the agents use – the goal being to ensure
that agents are delivering consistent, high quality service to customers.”
By monitoring the pattern of application activity on the desktop, Contact Focus makes it possible to determine whether contact centre agents, as well as employees in back office teams, are using their PCs productively, or whether their business applications and productivity tools are correctly configured for optimum use.
“Is the CRM tool being used correctly?” or “How are our most productive agents using the software tools provided?” These are just two examples of the questions that Contact Focus can help answer. In a further example, Contact Focus might be used to analyse email usage by groups, in order to
collect key statistics concerning the time spent reading junk mail, the number of emails which are incorrectly routed and need to be passed on, or the time spent on email from particular customers.
Looking at the time spent on each category can help contact centre managers to identify possible process improvements that might help reduce response times and improve customer service.
Contact Focus is not only used for contact centre and back office environments. It also has application in the general office, where IT management can use the product to monitor employee use of desktop
applications and the Internet, in order to track how licensed software is used, reinforce company IT usage policies and also deter potential abuse of privileges. In this area, Contact Focus can help companies manage the costs of software licensing as well as maintain IT security, by providing reports on the usage of desktop applications and Internet sites accessed, by machine and user.
Contact Focus has a highly scalable and flexible architecture and can be used to provide a complete picture of desktop usage in contact centres, both large and small.
The product works in tandem with customers’ existing IT infrastructure and technologies, including Eyretel’s MediaStore® and Contact 7000 voice and screen recording systems. Initial controlled availability customer shipments of Contact Focus have already started, beginning with a large insurance company in the North East United States. The initial release of Contact Focus will be generally available in December 2002.
Eyretel (London: EYR) is a global provider of voice and data recording, quality monitoring and analysis systems for the optimisation of contact centres and other customer contact environments. Eyretel systems provide for up to 100% recording and analysis of all customer electronic
communication and interaction, including telephone calls, 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
For further enquiries please contact:
Tina Goodwin, Eyretel, 01372 869550, email@example.com
Michael Gray, Gray Associates: 0208.7449168/ firstname.lastname@example.org
Eyretel, MediaStore, eWare, QualityCall, Contact, Contact 7000, Contact Store, Contact Store Exec, Contact Atlas, Contact Unify, Contact ScreenPlay, Contact Viewer, Contact Archive, Contact ReplayStation, Contact Intelligence, Contact Quality, Contact Vision and Trader 7000 are trademarks or registered trademarks of Eyretel plc in the United Kingdom, the United States and other countries.
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