Witness Systems enhances contact center performance optimization suite.Witness Systems, a provider of performance optimization software Free and Open Source software
Field of applied mathematics whose principles and methods are used to solve quantitative problems in disciplines including physics, biology, engineering, and economics. environment in which contact center managers and departmental executives can leverage the integrated software Separate software components or applications that have been combined into one package. See integrated software package. to improve the performance of people, processes and technology, and therefore the customer's experience with their enterprises and brand. New performance scorecard and reporting templates were added to provide executives with better insight into the root cause of dips in contact center performance, as well as the information needed to explain performance peaks and recognize top performers accordingly. eQuality's extended notification capabilities can help keep management informed of key contact center performance indicators, providing more real-time insight into managing the day-to-day operations. When combined with the broader eQuality contact center performance optimization suite, these enhancements help enable organizations to better capitalize on Cap´i`tal`ize on`
v. t. 1. To turn (an opportunity) to one's advantage; to take advantage of (a situation); to profit from; as, to capitalize on an opponent's mistakes s>. the valuable information gathered through their recorded customer interactions. Witness Systems' eQuality solution captures all customer interactions and then proactively organizes them, based on user-defined business rules, into designated contact folders for easy access and replay. As a result, users can know that all calls are being captured to meet compliance or sales verification requirements and that important contacts are waiting for them to review, categorized cat·e·go·rize
tr.v. cat·e·go·rized, cat·e·go·riz·ing, cat·e·go·riz·es
To put into a category or categories; classify.
cat based on their unique business drivers. Companies can leverage advanced business rules for random, selective or 100 percent recording of the specific types of telephone (including IP telephony The two-way transmission of voice over a packet-switched IP network, which is part of the TCP/IP protocol suite. The terms "IP telephony" and "voice over IP" (VoIP) are synonymous. ), e-mail and Web customer interactions that drive their businesses. Additionally, contact center management is able to share these interactions with departments that touch the customer, as well as executives, by notifying no·ti·fy
tr.v. no·ti·fied, no·ti·fy·ing, no·ti·fies
1. To give notice to; inform: notified the citizens of the curfew by posting signs.
2. them when a business-critical customer event occurs.