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CAPTURE CUSTOMER INTELLIGENCE OPTIMIZE WORKFORCE PERFORMANCE

eQuality Analysis
P E R F O R M A N C E A N A LY S I S

eQuality Vision
C A L L V I S U A L I Z AT I O N

eQuality CallMiner
S P E E C H A N A LY T I C S
REPORT
eQuality Focus AND
DESKTOP MONITORING A N A LY Z E
eQuality ContactStore
FULL-TIME RECORDING

eQuality Now
eQuality Balance
E-LEARNING ENVIRONMENT
BUSINESS-DRIVEN
M U LT I M E D I A R E C O R D I N G
eQuality Courseware
E-LEARNING CONTENT eQuality Evaluation
C O N TA C T E VA L U AT I O N
eQuality Producer
CUSTOMER INTERACTION EDITOR eQuality Discover
WEB SELF-SERVICE RECORDING

LEARN CA P T U R E
AND AND
TRAIN RETRIEVE

The browser-based eQuality suite of multimedia customer interaction recording, performance analysis and e-learning applications.

Witness Systems provides a comprehensive suite of software and services to help global enterprises
improve everything – from contact center customer interactions to underlying back office processes –
by capturing customer intelligence and optimizing workforce performance.

Record customer interactions across all media – telephone (including VoIP),

e-mail and Web – evaluate and analyze agent performance, and then use those

evaluations to prioritize and deliver targeted learning to your workforce.

eQuality can help you generate additional revenue, improve profitability, reduce

agent turnover, enhance customer retention and foster greater customer loyalty. www.witness.com
REPORT CAPTURE LEARN
AND AND AND
A N A LY Z E RETRIEVE TRAIN

BALANCE CUSTOMER SATISFACTION, INCREASE PRODUCTIVITY BUILD AND ENHANCE


REVENUE AND PRODUCTIVITY THROUGH AND ENHANCE CUSTOMER CUSTOMER LOYALTY THROUGH
REAL BUSINESS INTELLIGENCE EXPERIENCES BY LEVERAGING A MORE HIGHLY SKILLED AND
CAPTURED IN THE CONTACT CENTER CAPTURED CONTACTS MOTIVATED WORKFORCE

▲ eQuality Analysis ● eQuality ContactStore ■ eQuality Now


Combines, assesses and explores data from Records 100 percent of customer interactions in Optimizes workforce skills by identifying,
disparate technology sources (such as ACD both traditional and IP telephony environments. scheduling and delivering on-line learning
and CRM) to better understand contact center Designed for organizations with high-volume and mentoring, based on skill gaps identified
performance. Uses key performance indicators recording and compliance requirements. through performance evaluations.
as a foundation to build measurements that
provide a quick view of performance relative ● eQuality Balance ■ eQuality Courseware
to specific business objectives. Generates Captures multimedia customer interactions, Enhances the skills of customer service
performance scorecards to uncover new including telephone, data input/keystrokes, representatives with targeted learning delivered
ways to optimize workforce performance, e-mail and Web chat for random quality right to their desktops. Includes a series of
as well as identify operational improvements. monitoring or business-driven recording. 35 lessons in seven contact center skills tracks.

▲ eQuality Vision ● eQuality Evaluation ■ eQuality Producer


Enables the rapid search and retrieval of Facilitates evaluation and scoring of Leverages real-life scenarios agents encounter
recorded customer interactions. Easily pinpoint agent performance by creating customized on a daily basis to create company-specific
and view interesting or unusual contacts forms, reports and graphs that summarize content. Addresses skill deficiencies
with powerful data visualization capabilities. performance for contact center management. with e-learning based on actual customer
interactions — without the time-consuming
▲ eQuality CallMiner ● eQuality Discover hassles of expensive course development.
Extracts key information from recorded calls, Captures and replays customer experiences
picking out key words or phrases (using on the Web. Instant replays of critical Web
speech recognition) — evaluating each call, visitor interactions, such as those that result in
storing relevant information in a data mart the visitor placing a phone call or abandoning
for detailed analysis and flagging interesting a shopping cart, helps identify clear action
calls for in-depth review. steps for improving Web effectiveness.

▲ eQuality Focus
Monitors desktop activity and provides
graphical reports to illustrate which
applications employees use, including
how they use them, when and for how
long. Triggers screen recordings or other
actions based on user-defined events.

It’s your goal. It’s our philosophy. Improve everything. sm

Corporate Headquarters European Headquarters Americas Headquarters Asia Pacific Headquarters


300 Colonial Center Parkway Kings Court, Kingston Rd 300 Colonial Center Parkway Room 1809-1818, 18/F
Roswell GA 30076 Leatherhead Roswell GA 30076 Shui On Centre
USA Surrey KT22 7SL USA 6-8 Harbour Rd
United Kingdom Wan Chai, Hong Kong
Tel: + 1 770-754-1900 Tel: + 1 770-754-1900
1-888-3-WITNESS Tel: +44 (0) 1372 869 000 1-888-3-WITNESS Tel: +852 3198 6000
Fax: + 1 770-754-1873 Fax: +44 (0) 1372 869 005 Fax: + 1 770-754-1873 Fax: +852 3198 6100

Witness Systems also has offices in the following countries. Addresses, phone and fax numbers are listed on www.witness.com.
Australia Brazil Canada China Germany India Japan Malaysia Mexico The Netherlands Singapore

© Copyright 2004, Witness Systems, Inc. All rights reserved. The Witness Systems logo and eQuality are registered trademarks and Improve Everything is a servicemark of Witness Systems, Inc. All other trademarks mentioned in this document are the property of their respective owners. 1000OV 01/04