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Witness Systems enhances contact center performance optimization suite.

Witness Systems, a provider of performance optimization software and services, has begun offering extended capabilities to its eQuality software suite that help foster a more dynamic performance optimization environment in which contact center managers and departmental executives can leverage the integrated software 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 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 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), 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 them when a business-critical customer event occurs.

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Title Annotation:New Products ...
Publication:Customer Interaction Solutions
Date:Oct 1, 2003
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