Eyretel a global of solutions for contact centres today announced first customer shipments of the Contact Unify 7.0 version of its recording control software. An integral part of Eyretel’s Contact 7000 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 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.
This suite is focused upon distributed contact centres 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 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.
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.
2003-02-20
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