Eyretel plc, a global provider of voice and data recording, quality monitoring and analysis systems for theoptimisation of contact centres and other customer contact environments,
today announced first customer shipments of the Contact Unify(TM) 7.0 version of its recording control software. An integral part of Eyretel's Contact 7000(TM) suite of customer contact monitoring, recording, quality and analytics products, Contact Unify is middleware that controls what is recorded, when and how. The product also enables Eyretel's MediaStore and Contact Store(TM) voice and data recorders to be integrated with customer telephone and call centre switching systems and third-party CRM (customer relationship management), help desk and other systems.
Contact Unify 7.0 is the next release of Eyretel's field-proven Unify
software and is fully compatible with previous versions. The product
protects customer investment in existing Eyretel distributed recording
systems and customers may use it with both Eyretel's current MediaStore and
next generation Contact Store recorders.
Contact Unify 7.0 provides significant enhancements in the areas of scalable
operation of distributed contact centres and in the flexibility and ease of integration.
Distributed contact centres are ones where customer contacts are routed to
any one of a number of human or automated agents, who may be located in
separate buildings, in different cities and perhaps even in different
countries. Among the Eyretel customers who have implemented distributed
contact centres are the Inland Revenue in the United Kingdom and a number of
Blue Cross Blue Shield Association Plan members in the United States. In
implementations such as these, the Unify middleware controls the recordings
made for large numbers of agents and to potentially large numbers of
distributed call recorders. In order to support customer demand for this
scalability, Eyretel has tripled - from 2400 to over 7500 - the number of
simultaneous agent session that Contact Unify can handle.
Contact Unify uses Eyretel's powerful scripting language - that
traditionally has provided customers and systems integrators with an
extremely flexible means to customise the business rules and telephone
switching system parameters to meet a customer's particular needs. While
many customers seek a customised system, there are others whose requirements may be satisfied by an 'out-of-the-box' pre-packaged standard.
For those customers, Contact Unify 7.0 introduces 'super scripts' - pre-tested integration template scripts - that promise faster implementation, with fewer teething problems than a fully custom implementation. These 'super scripts' are based on scripts built and field-tested in live customer installations by Eyretel Professional Services systems integration specialists.
Available for Contact Unify 7.0 are scripts for leading
telecommunications switches including Avaya, Aspect, Nortel, Cisco and others. Contact Unify 7.0 also includes additional ease-of-integration
features that allow systems integrators to import scripts, merging them with
the existing scripts in the active Unify system. This feature protects
customer investment in existing scripts by allowing template super scripts -
for Screen Capture for example - to be safely and easily added
- ends -
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
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 Focus, 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.
For further enquiries please contact:
Michael Gray/ Hazel Butters, Gray Associates 0208 744 9168
email@example.com / firstname.lastname@example.org
Tina Goodwin, Eyretel plc 01372 899550 email@example.com
This press release was distributed by ResponseSource Press Release Wire on behalf of Gray Associates in the following categories: Consumer Technology, Personal Finance, Business & Finance, Computing & Telecoms, for more information visit https://pressreleasewire.responsesource.com/about.