The eQuality Suite
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Witness Systems' eQuality suite is comprised of compliance, high-volume and business-driven recording solutions for customer contact centers and VoIP telephony, as well as performance analysis and e-learning solutions that enable companies to capture customer intelligence and optimize workforce performance. The browser-based suite includes solutions that enable users to capture and retrieve, learn and train, and report and analyze customer interactions and back office transactions to develop staff, generate revenue, reduce costs, and achieve greater customer retention and loyalty.
Capture and Retrieve
eQuality ContactStore and eQuality ContactStore for IP
Designed to capture agent-customer voice and data interactions from both traditional and IP telephony environments, this flexible solution records 100 percent of customer interactions. eQuality ContactStore is designed for organizations with high-volume recording and compliance requirements, as well as for sales verification purposes.
eQuality Balance
Designed to provide a complete picture of how customer experiences unfold, eQuality Balance captures multimedia customer interactions – including telephone, e-mail and Web chat – for random quality monitoring or business-driven recording, which enables users to pre-define and capture the specific types of interactions that drive their business goals. The solution allows contact center management to then replay contacts "real time" for a full quality assessment.
eQuality Evaluation
eQuality Evaluation facilitates evaluation and scoring of agent performance by creating customized forms, reports and graphs that summarize and provide immediate performance feedback to contact center management.
eQuality Discover
eQuality Discover captures and replays customer experiences on the Web to enhance customer self-service. Instant replays of critical Web visitor interactions, such as those that result in a visitor placing a phone call or abandoning a shopping cart, help identify clear action steps for improving Web effectiveness. The solution is designed to help companies ensure their consumer experiences flow well from a design, content and navigation perspective.
Learn and Train
eQuality Now
eQuality Now is the integrated, electronic actionable learning solution that personalizes and automates online CSR training. The solution optimizes workforce skills by identifying, scheduling and delivering online learning directly to agents' desktops, based on skill gaps identified through their performance evaluations.
eQuality Courseware
The eQuality Courseware enhances the skills of CSRs through targeted learning delivered directly to their desktops. It includes a series of 35 lessons in seven contact center skill tracks.
eQuality Producer
eQuality Producer leverages the real-life scenarios that agents encounter on a daily basis to create company specific- learning content. Using the solution, organizations can address skill deficiencies with e-learning based on actual recorded customer interactions, eliminating the time-consuming hassles of expensive courseware development.
Report and Analyze
eQuality Analysis
eQuality Analysis combines, assesses and explores data from disparate technology sources throughout the contact center to pinpoint the relationship various metrics (such as performance scores from eQuality, ACD statistics, CRM information and adherence data) have on one another. The solution uses key performance indicators as a foundation to build measurements that provide a quick view of performance relative to specific business objectives. By generating performance scorecards, it uncovers new ways to optimize workforce performance, as well as identify trends, opportunities and operational improvement areas.
eQuality Vision
eQuality Vision enables the rapid search and retrieval of recorded customer interactions. With the solution's powerful data visualization capabilities, management can easily pinpoint and view interesting or unusual contacts. Through its color-coding classification of calls based on nature and outcome, patterns and trends key areas of interest are easily identifiable, providing unique visualization that allows users to search through contact recordings and focus on those of interest.
eQuality CallMiner
eQuality CallMiner leverages leading-edge speech analytics technology, data-mining and trend-minding capabilities for analyzing customer interaction content. The solution helps companies extract key information from recorded calls by analyzing interactions for specific words/phrases, storing relevant details for in-depth analysis and flagging interesting/unusual contacts for further assessment.
eQuality Focus
eQuality Focus monitors desktop activities and provides graphical reports to illustrate which applications employees use – including how they use them, when and for how long. The solution triggers screen recordings or other actions based on user-defined events. With this information, management can gain an analytical view of desktop workflow, as well as determine whether business applications and productivity tools are correctly configured for optimum use.
Additional Offerings
Witness Systems also markets unique product offerings designed specifically for organizations with both contact center compliance recording and quality monitoring requirements; the growing SMB market; and companies focused on optimizing performance through their back office departments.
eQuality ContactStore Plus
eQuality ContactStore Plus provides a single solution for capturing customer intelligence from both a full-time compliance recording and business-driven recording perspective. It brings the functionality of eQuality ContactStore and eQuality Balance together, enabling users to record 100 percent of customer interactions and then proactively organize them, based on business rules they define, into designated contact folders.
eQuality ContactStore Express
This offering is designed for small- to medium-sized businesses (SMBs). eQuality ContactStore Express extends Witness Systems' contact center customer interaction recording and performance analysis software to include a powerful, easy-to-use, 100-percent recording solution that requires minimal technical skills to deploy and use in either traditional or VoIP telephony environments.
eQuality Office
eQuality Office is designed to help improve the quality and productivity of back office functions that impact the customer experience – such as order fulfillment, claims processing and billing. It audits these critical business functions to help companies better understand the inter-departmental impact back office functions have on customer service and satisfaction. eQuality Office also helps identify and address the specific "root causes" of customer contacts into the call center.