Mercom’s New IRIS CER Records the Customer’s Full Experience— Not Just One Agent’s Interaction
Enhanced System Even Follows Forwarded Calls
Lyndhurst, NJ – August 27, 2001 – Mercom Systems, Inc. (www.mercom.com), a leading provider of computer telephony solutions for CRM and related markets, today announced its new CER (Customer Experience Recorder) upgrade for the IRIS intelligent recorder system of its Audiolog™ Recording Servers.
The new CER feature will let a Mercom Audiolog system record everything experienced by a customer who calls in, even after that caller is transferred to other another number.
"Standard systems start recording when an agent takes a call and finish when the agent finishes with the call," noted Bob Jagendorf, Mercom’s director of sales and marketing. "With the CER upgrade, the system can start recording when the customer’s call is answered by the a voice response system, and continue during dial-pad input and the conversation with the agent. If the agent puts the caller on hold to consult with someone else, the consultation will be recorded. If the customer is then transferred to another person, the new conversation is also recorded, and so on, until the call is finished.
"The recording-logging industry has, for a long time, been based on recording and evaluating the performance of call-taking agents," added Jagendorf. "But what really matters is the overall experience that the customer has when he or she calls in. With CER, that experience can, at last, be recorded and evaluated."
Mercom’s IRIS and Audiolog
IRIS is software that enhances a Mercom Audiolog recorder with intelligent recording functionality. Recording can be triggered by easily programmed parameters, such as schedules, call types, or ANI or DNIS conditions, or by such an event, by agent or call group. Agent performance can be monitored in real time.
The new CER upgrade will become a standard feature of IRIS.
The award winning Audiolog system is an open-architecture call recording, cataloging and archiving server built upon the Windows NT operating system. Audiolog has also been recognized as "Best of Show," and "Product of the Year" by "Computer Telephony" and "CTI" magazines.
About Us
Mercom Systems, Inc., is a privately held computer telephony systems manufacturer headquartered in Lyndhurst, New Jersey. Mercom’s solutions are installed in leading call centers, government agencies, utilities, and financial institutions around the world. This year, Mercom was named one of the fastest-growing companies in the country by Inc. magazine in its annual ranking of the Inc. 500, the comprehensive guide to America’s fastest-growing private companies
Contact Information
Mercom Systems, Inc., 9 Polito Avenue, 9th Floor, Lyndhurst, NJ 07071, Toll Free: 888-637-2661, Phone: 201-507-8800, Fax: 201-507-5554, info@mercom.com, www.mercom.com.
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Trademark
Mercom and Audiolog are trademarks of Mercom Systems, Inc.
