Fast, Easy Access to Customer Contact Records

eWare is application software that provides easy access to your Eyretel recorders from a Windows desktop. eWare ensures that you always have the right information at your fingertips.

It is designed to speed up and simplify the process of searching through, replaying and monitoring customer contact records - regardless of how many Eyretel recorders you have or where they are located in your enterprise.

In conjunction with Eyretel's Unify integration platform, eWare allows you to search through your contact database using sophisticated business-related criteria.

Perhaps you need to locate all the calls made by a particular agent. Or every call that resulted in account closure. Or every customer complaint. Whatever your requirement, our technology makes it easy.

eWare has the scalability and flexibility to support your growing, changing business. You can scale your recording solution to thousands of channels across multiple locations. eWare has comprehensive support for open standards and integrates seamlessly into virtually any LAN or WAN environment.

eWare has the scalability and flexibility to support your growing, changing business. You can scale your recording solution to thousands of channels across multiple locations. eWare has comprehensive support for open standards and integrates seamlessly into virtually any LAN or WAN environment.

Quantum Recording Systems offers service contracts and maintenance agreements to keep your technology performing excellently as it ages. We also offer for sale these systems reconditioned to original performance specifications for those who do not have the budget to purchase a new system. Please contact us for more information regarding service or for sale of reconditioned Eyretel/Lanier loggers.

          

By speeding up the retrieval process, the Eyretel solution has undoubtedly reduced our financial exposure when we make deals on behalf of customers. There have been definite financial benefits for Dealwise.

Ian Scullion, IT Director,
Dealwise, UK

With eWare you can:
• Monitor live calls
• Replay recent and archived calls
• Query your database of calls and call-related data
• Maintain a single view of all recordings, irrespective of the number of recorders or sites


Compatibility with your existing infrastructure enables your system administrator to:
• Monitor the status of your recording system
• Configure your recording system
• Assign user access rights and privileges

Easier access to calls

By integrating your recorders over your IP network, the eWare server builds up a central database of calls. The size of this Microsoft SQL Server database is limited only by the amount of available disk space. Because it is centralized, users do not have to identify the recording unit in order to locate a particular call. What's more, data is automatically archived for later searches.

eWare takes advantage of your existing IT infrastructure by allowing your users to access the call database from their desktop PCs. They can choose between monitoring a live call, instant replay of the last call, or a range of options for locating older calls. Using eWare 's extensive search capabilities, you can quickly narrow the search down to one or a few calls using your own or predefined criteria.

Cost-effective replay

eWare is an exceptionally cost-effective solution. Calls can be replayed or monitored on the desktop using standard PC audio equipment. Alternatively, choose the optional feature of audio playback via the telephone system. They can be saved as industry-standard .WAV files, which can easily be sent to and used by others. Compressed audio streaming reduces bandwidth requirements and minimizes impact on the network.

Efficient system management

eWare provides supervisors and IT staff with powerful tools to monitor and manage the recording system from a standard Windows® PC. These tools offer comprehensive management functionality but are also easy to use.

Recorders and their parameters can be configured and controlled via the LAN or WAN, and recorder storage status monitored via real-time screens. Alarm conditions and faults are reported on-screen and then logged for audit purposes. To ensure security, a wide variety of parameters are available for the definition of user access rights. Efficient storage management is achieved using a range of archive management facilities

The call centre already offered a very good service. With the Eyretel solution, this has become an excellent service, partly because we can investigate any query or complaint at a moments notice. A particular call can be tracked down and listened to again within seconds."

Marcus Bulbeck,
Technical Development Manager, Sainsbury's Supermarkets, UK