Witness Systems adds to eQuality suite.

Witness Systems, a provider of performance optimization software and services, has announced speech analytics technology, data-mining and trend-mining capabilities for analyzing customer interaction content. The eQuality CallMiner application is the latest addition to the company's eQuality suite, which helps global organizations capture customer intelligence and optimize workforce performance. Leveraging contacts captured through the eQuality customer interaction recording solutions, eQuality CallMiner provides organizations with indepth analysis on opportunity and improvement areas, emerging trends and the "root causes" that drive call volumes in the contact center all through statistics and interactive charting that pinpoints the frequency of the topics, subjects and comments that are most prominent in customer interactions. Whether companies record 100 percent of all customer calls or opt for selective, business-driven recording, the volume of interactions will quickly exceed the time available to listen to and analyze all of the recordings. Valuable intelligence may go unheard as organizations strive to evaluate operations and improve customer contact effectiveness. eQuality CallMiner addresses this issue head-on, enabling companies to extract key information from recorded calls, perform evaluations, store relevant details for indepth analysis and flag interesting/unusual contacts for further assessment.

www.witness.com