Together, Davox and Eyretel will provide contact centers with an end-to-end solution that maximizes customer interactions at the point of contact. In addition, the interfaced solution will enable contact centers to review previous customer interactions to improve customer service and increase business strategies and efficiencies.
Both brick-and-mortar and dot.com companies are facing increased challenges in customer retention as competition in the marketplace continues to grow. Now, more than ever, it is critical for enterprises to provide superior customer service, said Jeffrey Anderholm, Davox’s senior vice president of marketing. Eyretel’s sophisticated voice and data recording and analysis technology complements Davox’s customer interaction management solutions by enabling enterprises to evaluate and enhance their customer service levels.
Davox’s customer interaction management solutions help companies improve customer service, boost agent productivity, enhance revenues, and contain costs. Eyretel’s products enable companies to optimize their customer interaction management software through the complete recording and analysis of all electronic customer communication and interaction, such as telephone calls, email, Web chat, agent-assisted Web browsing and desktop computer activity. The Davox/Eyretel interfaced solution is expected to help companies generate additional revenue opportunities, improve profitability, enhance customer retention, reduce staff turnover and achieve greater customer intimacy.
To achieve or maintain a position as a leading provider of customer service, companies must observe patterns within customer interactions, which can present valuable, and often unexpected, insights into customer behavior, said Joe McLaughlin, President and COO of Eyretel Inc. Eyretel and Davox share a common vision for helping companies understand their customers and provide optimal customer service.
Davox’s Ensemble(tm) customer contact suite is an intelligent customer contact solution that helps organizations optimize the value of every customer interaction. This integrated solution enables companies to provide better and more consistent customer service regardless of their communication channel. It consists of integrated software modules to help companies manage inbound and outbound telephony contact, Web and e-mail interaction, and agent workflow.
