CyberTech UK raises the standard of Quality Monitoring and Live Agent Coaching solutions at Call Centre Expo ‘08

• The new Evaluation Application radically improves the level of quality monitoring management in call centres of any size
• Call centre supervisors achieve new levels of agent efficiency with SmartCC

BIRMINGHAM, September 15th, 2008 — CyberTech UK Ltd, will be raising the technology standard of call recording solutions at Call Centre Expo ’08 on 16th and 17th September ’08 at NEC, Birmingham. Among the various solutions that will be demoed at CyberTech’s stand E3, is Evaluation, the unique integrated Quality Monitoring application that incorporates voice recording, screen recording and quality monitoring in a user-friendly and intuitive way. PC monitor screens and telephone calls are recorded and replayed simultaneously while the agent evaluation application provides the opportunity to make more effective and informed agent-customer interaction assessments. Such an integrated technology is guaranteed to improve the customer experience in call centres of any size.

Another extremely powerful solution available from CyberTech UK at Call Centre Expo is SmartContact Centre (SmartCC). From their desktop, at the touch of a button, supervisors can monitor agent-caller conversations, view agent’s computer screen and coach agents by whispering instructions which only the agent can hear. If needed, supervisors can remotely take control of the agent’s computer to navigate to pertinent caller information and, when necessary, even intervene and speak directly with the caller to resolve difficult issues. The benefits gained with the adoption of SmartCC range from reduction of agent training time and costs to overall improvement in agent and supervisor efficiency, from improved agent support at time of need to better customer experience.

Luisa Pollini-Kommu, Marketing Manager at CyberTech UK Ltd, comments: "Nowadays the success of call centres depends largely on quality of agent-customer interaction, on efficiency and knowledge of agents, as well as on level of customer satisfaction. CyberTech is dedicated to put leading technology to the service of call centres and constantly delivers powerful solutions that truly make a measurable difference and have low cost of ownership”.

The complete range of CyberTech solutions is available for free demonstration at stand E3.