* Database independence of Contact 7000 product architecture extends mission
Leatherhead, UK - 6th March 2003 - 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 that it has completed customer validation trials of the
Oracle9i database system with its enterprise recording system, for a number of major European financial services clients.
With this step, Eyretel customers may now use Oracle as the supporting
database for the Contact Atlas(tm) advanced enterprise-wide networked
software system for rapid indexing and searching of recorded calls. Contact
Atlas manages the customer's distributed stores of recorded customer
interactions in a unified database, enabling voice recordings, screen
activity and call details to be presented via an enterprise-wide search and retrieval service.
"Contact centre optimisation systems are now as mission-critical as the
billing systems, order processing and customer applications that contact
centre agents use as they interact with customers. That's why clients
demand the flexibility to use their contact recording and analysis systems
with their enterprise operating infrastructure systems and databases," said John Bourne, Eyretel's Executive Vice President, Global Marketing and
Corporate Strategic Alliances. "With its in-built independence of both
databases and server operating system, the Contact 7000 architecture is able
to support industry standard database systems - with Oracle and Microsoft's
SQL Server as validated platforms."
Published application programming interfaces, integration points and a
distributed data model provide access to the Eyretel search and replay
components, allowing other applications to access recorded customer
interactions from within their own desktop. They also allow for third party
data to be imported into the Contact 7000 data model, so that it may be used
with Eyretel's quality and performance management applications and other
third party applications.
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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:
Michael Gray/ Hazel Butters, Gray Associates + 44.(0)20.8744.9168
Tina Goodwin, Eyretel plc + 44 (0)1372 869 550
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.
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