Eyretel, a UK provider of voice and data recording for contact centres announced that BT’s Integrated Tele Web (ITW) unit has invested in a contact recording and quality monitoring solution from Eyretel as part of a drive to promote excellence in customer transactions.
The ITW is an integrated desk-based account management (DBAM) channel for BT’s corporate customers. Launched in Autumn 2002, the Bristol-based operation supports customers in the areas of Finance, Brands and Distribution, and IT and New Media.
“The ITW‘s desk-based team handles day-today transactions leaving BT‘s field-based account managers free to focus on more complex issues notably fulfilling BT‘s six ICT chapters strategy”, says Andy Nicholson, general manager of the ITW unit.
The Eyretel Contact Store recording system, a BT portfolio product, has been integrated with the ITW’s Nortel Meridian telephone switch. It will record conversations between the DBAM ‘s and their customers monitoring transactions.
Simon Rowney, responsible for the implementation of the Eyretel solution added: “We are putting in place a world class training and development programme to move us forward in customer transaction monitoring. The Eyretel solution will be a great aid in the evaluation and development of the ITW front line team.”
2003-03-20
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