About Eyretel (Asia) Limited

Background
Roger Keenan, currently Deputy Chairman, established Eyretel in 1991 in response to the legislated need for 100 percent recording of all telephone conversations.  Financial services, emergency services, and some call centres are required by law to record all their telephone interactions.  Eyretel・s initial markets were in the United Kingdom and the United States.  Between 1994 and 1997 through a series of acquisitions, joint ventures, and distribution agreements, Eyretel established additional markets in Asia and Australia. In the early 1990s Eyretel recognized that its products and services would make a significant difference in a company・s Customer Relationship Management (CRM) efforts by providing contact centres with a sophisticated system to log, record, and monitor their agents, resulting in higher quality, better training, and greater agent retention.

In 1996, Eyretel released their Unify product, which is a middleware platform designed to provide rapid and powerful integration of Eyretel・s solutions into almost any customer・s call centre environment.  In the same year, it released eWare, a software control architecture that enables the management of multiple recorders across corporate networks.  In 1997, Eyretel developed QualityCall, which allows customers to identify trends and monitor effectiveness of the communications between customers and agents.  In December 1999, Eyretel announced Replay Studio which provides sophisticated search and call-visualization tools to allow expert users to find significant calls that can deliver insights into how to improve the call centre・s effectiveness.

Today, with headquarters in Leatherhead, Surrey, Eyretel is a leading provider of integrated 100 percent voice and data recording and analysis solutions for customer interaction centres who want to develop agent best practice modelling, refine processes, and continually improve CRM initiatives.

Customers
Eyretel・s customers all recognize the importance of recording and analyzing customer communications to manage their customer relations.  Whether in financial services, telecommunications, government, energy, or consumer goods, each customer is clearly focused on improving the performance of its agents and contact centres.

Customers include:

Partners
Eyretel and its strategic partners provide best-in-class solutions, a powerful mix of strength, competitive advantage, and market leadership.  Customers benefit from these partnerships with easier integration and better functionality.  Through Eyretel's delivery program, partners agree to staff projects with Eyretel Certified Professionals, warranty their work, and engage Eyretel's professional services organization, where necessary.

Strategic partners include BT, Cisco Systems, Siebel Systems, Cable & Wireless, 3COM, and Davox Corporation.

EYRETEL AT A GLANCE

Who is Eyretel?
 Eyretel, a UK-based company, is a leading provider of integrated 100 percent voice and data recording and analysis solutions for customer interaction centres.  In the year ending March 2000, Eyretel・s annualized revenues were $40 million, up 45 percent from the previous year.  The group employs close to 300 employees worldwide and maintains offices in the United States, Europe, Asia, and Australia.

What does Eyretel do?
Eyretel・s comprehensive suite of recording, quality monitoring, and analysis products help management to develop agent best practice modelling, to refine processes, and to continually improve CRM initiatives.  Eyretel・s integrated software and hardware system highlights patterns, trends, and anomalies in customer communications.  As a result, contact centres can manage call quality and target specific areas for training and process improvement, resulting in greater customer loyalty and increased sales and profitability.

 

How do they do it?
Eyretel・s sophisticated hardware and software system allows customers to record 100 percent of all electronic communication including telephone, computer screen activity, e-mail, Internet, and IVR.  The user can then locate particular conversations quickly and simply, by tagging each call with its unique identity to enable easy retrieval.  Once retrieved, call information can be replayed and analyzed, with a clear graphical display enabling easy identification of trends/anomalies.

Why?
Demand for Eyretel・s products is driven by three key factors:

  1. The rapidly expanding need for integrated CRM to reduce customer churn and increase customer lifetime value and loyalty.

  2. The recognized importance of 100 percent recording and monitoring to improve the quality of service delivered by agents as well as the increased need for agent training and retention.

  3. Regulatory / compliance factors, particularly in the financial services, telco and utilities industries.  Many companies must record calls for compliance reasons or for risk management.

EYRETEL・S PRODUCTS AND SERVICES: AN OVERVIEW
 Eyretel・s comprehensive suite of recording, quality monitoring, and analysis products help management to develop agent best practice modelling, to refine processes, and to continually improve CRM initiatives.  Eyretel・s integrated software and hardware system highlights patterns, trends, and anomalies in customer communications.  As a result, contact centres can manage call quality and target specific areas for training and process improvement, resulting in greater customer loyalty and increased sales and profitability.

 

Eyretel products:

MediaStore:
The first digital multimedia contact storage system to capture voice and data.  This is the core of the Eyretel system and has been installed in hundreds of sites across the world providing robust and powerful recording capabilities.

Unify:
Eyretel・s Unify product was designed to provide rapid and powerful integration of Eyretel・s solutions into almost any customer・s call centre environment.  Unify is a middleware product that integrates with different telecommunications and IT systems to deliver the level of tailored solution needed in today・s businesses.  Service engineers can easily customize solutions for customer installations.

eWare:
eWare is Eyretel・s advanced enterprise-wide network solution that allows rapid searching and replaying of calls.  Irrespective of the number of recorders or sites, eWare allows any call to be found anywhere within the enterprise and replayed over the LAN or WAN. 

QualityCall:
This product is a business solution designed to monitor and manage contact centre communications.  QualityCall monitors individual, team, and contact centre performance and supports the rapid identification of call quality anomalies.  By focusing on specific call types QualityCall quickly and easily identifies strengths and weaknesses within call centre representatives, allowing them to focus their efforts on continually improving quality.

Replay Studio:
Replay Studio is a unique and powerful tool that gives customers the ability to find value in the recordings they already have.  It will revolutionize the way customers access and analyze their customer contact recordings.  Replay Studio introduces the concept of visualizing the calls and their details as opposed to the more traditional ．list and play・ that most of the current software based search and replay interfaces provide.

 

Performance Manager:
Eyretel Performance Manager helps companies understand and manage the reality of what is happening in their contact centre and act on insights that can be found within interactions with their customers. It automates the creation of a contact centre data mart by collecting key performance measures from multiple systems within the contact centre, comparing them against pre-defined goals and presenting the results to multiple levels of the organization for action.

Once performance trends are identified (：what； happened), users can drill down to determine the source of the behaviour (：why； it happened), and can even listen to actual recordings of calls that contributed to each performance result.  This helps companies align the metrics used to manage their contact centre with the business objectives of their company.

Eyretel Performance Manager helps executives better understand why customers choose to leave the company, product managers can listen to actual customer opinions about their product, ．win-back・ teams can become more effective, and trainers can build their programs based on real interactions between agents and customers.

With Eyretel Performance Manager, businesses have a powerful tool that can measure and drive continual improvements in the contact centre・s effectiveness at the same time as driving increased efficiencies. By aligning these measures with corporate goals, the contact centre can gain the visibility it needs to become recognized and managed as a strategic asset to the company.

Eyretel Services:
Eyretel has an established professional service team ．Eyretel Professional Services・ (EPS) who focus on improving the effectiveness of the contact centre.  The team works closely with customers to understand their business needs and issues and ensure the successful implementation and deployment of every system.  Eyretel・s EPS team offers customers the following professional services:

Consulting services:
Eyretel Professional Services (EPS) work in partnership with customers to provide assistance.  This can range from specialist advice and guidance to help determine and translate the specific needs of the business into a working model for the contact centre, through to implementing and maintaining the technology with which to optimize the performance of the contact centre.

Education services:
Eyretel provides trainers who possess the practical experience, product knowledge, and inter-personal skills to get customers working with their Eyretel solution quickly and easily.

Clients gain a full working knowledge of Eyretel's products, together with advice and guidance in best practices for using and administering their system.  Eyretel education is designed to be flexible for customer's needs.

Its comprehensive training program leads to qualification as an Eyretel Certified Software Engineer (ECSE), an Eyretel Certified Hardware Engineer (ECHE) or an Eyretel Certified Systems Specialist (ECSS).

Customer services:
Eyretel's client base spans the globe, covering the United States, United Kingdom, Europe, Hong Kong, China, Japan, Australia, Malaysia, Singapore and South America.  While the scope of the geography is diverse, the application of Eyretel・s service and support is consistent, uniform and standards high.

For  Further  details  of  Eyretel・s  Products or  Services please  contact our  sales  team at

Rm 1809-18 Shui On Centre
6-8 Harbour Road
Wan Chai
Hong Kong
Tel: +852 3198 6000    Fax: +852 3198 6100

Or  email  sales@eyretel-asia.com