Over the last decade, a significant change in the business environment has caused organizations around the world to transform their business model in order to maintain leadership. This change is hyper-competition – a state that renders traditional competitive advantage unsustainable.
Rapid product introductions to battle the pressures of commoditization is impacting organizational bottom line faster than ever before.
Service is the key
e4e represents a continuum of offerings ranging from complete business process reengineering and management, transaction processing, development, and engineering services, support inclusive of testing, quality assurance, and high-level technical and customer support. e4e provides technical services, representing the best technology companies globally. The quality of service that e4e provides has a direct impact not only on its success but also on the companies that e4e represents. Quality monitoring is a vital tool to ensure that the quality of service required is met without fail, empowering e4e’s Technical Support Representatives to deliver accurate, consistent, and professional technical support. Call Recording, as part of the Quality Monitoring program is a perfect fit with e4e’s strategy and commitment to excellence.
Flexibility and reliability
When the Technical Support Division implemented a Cisco IP telephone solution across its four centers in North America, Europe and Asia the existing recording system could not support VoIP requirements. e4e’s President, Technical support, Stephen Muirhead – “It was imperative that we maintained the quality of service that our customers demand from us. We needed a solution which was flexible, reliable, and provided our customers access to recordings to allow them to independently confirm the quality of service that e4e provides.”
“CallREC has exceeded our expectations and has become a vital tool to help e4e deliver best-in-class service and support to its customers.”
Stephen Muirhead e4e’s President, Technical Support
Finding the right solution
e4e’s Technical Department conducted a complete evaluation of solutions available to them. The critical requirements were as follows:
Accurate and reliable extension-based call recordings for all call-handling situations.
Repeatable recording quality.
User interfaces and recording playback support
For both Win32 and Apple platforms.
Flexible extension-based recording rules.
Ability to integrate with existing applications including the ACD, CRM, and reporting solutions.
A cost-effective solution, which would allow growth without incurring penalties in the future.
Delivering improved performance
e4e’s President, Technical Support, Stephen Muirhead concludes – ‘Elevēo’s CallREC call recording solution is deployed in our centers located in the US, UK, and India. e4e is customer-centric and our commitment to delivering quality service to its customers meant that we required a call recording solution which is flexible, reliable and able to grow together with our organization. After a comprehensive evaluation of solutions currently available on the market, including a full installation at one of our sites, e4e chose Elevēo for its commitment to support, ease of installation, the company’s ‘can-do’ attitude and its attractive cost of ownership. Elevēo met all our functional and performance requirements. Our Quality Assurance Department is delighted with the product and has found CallREC very easy to use. CallREC has exceeded our expectations and has become a vital tool to help e4e deliver best-in-class service and support to its customers.’
“We were delighted with the ease of installation and the performance of our solution against competitors. Elevēo’s CallREC currently records calls from 500 seats deployed globally. Elevēo is committed to the pursuit of excellence and looks forward to working with e4e to make sure that they maintain the high-quality service levels the company consistently delivers.