The investment by Cisco cements the existing relationship between Eyretel and Cisco, which includes Eyretel’s appointment to Cisco’s CCBU Technology Partner Programme.
This move reflects Cisco’s commitment to accelerating the availability of New World solutions and is part of its strategy to partner with companies to develop new products for the AVVID program. Demonstrating Cisco’s belief that recording and analysis solutions for contact centres are vital for the development of New World communications networks.
Eyretel’s success in customer relationship management technology combined with Cisco’s expertise in Internet networking and applications will enable both companies to meet the increasingly sophisticated demands of the customers contact centre market.
Web-enabled call centres, or customer contact centres, provide all means of communication – e-mail, the internet, fax, mail, videoconference and telephone – with an organisation’s customers. The pivotal role of contact centres in Customer Relationship Management (CRM) strategies means they will become increasingly important for companies to gain competitive advantage. Cisco and Eyretel’s technology will prove vital for contact centres, enabling businesses to benefit from annual capital cost savings, as well as providing more bandwidth and better customer management.
As part of the relationship, Eyretel is integrating its recording technology with Cisco’s Open API’s. This provides a technology link that will allow Eyretel’s CRM , and call manager solution, so providing customers with an integrated solution for their customer contact center needs.
We are confident that Cisco’s relationship with Eyretel will accelerate the availability of New World networking solutions based on our successful AVVID technology framework, said Joe Golden, Managing Director of Business Development and Alliances, Cisco Systems, EMEA. Cisco’s expertise in Internet networking and applications combined with Eyretel’s success in customer relationship management technology will enable us to meet the increasingly sophisticated demands of the customers contact centre market.
Roger Keenan, deputy chairman and founder of Eyretel, comments, This link with Cisco not only presents a significant business opportunity for us but also affirms Eyretel’s success in the CRM market. Through our inclusion in Cisco’s Technology Partnering Program we will have a product set that can work seamlessly with Cisco’s ICM and CCM solutions. This will enable us to meet the increasing demand for recording technology in the call centre market.
