November 2001
“Witness Systems’ new eQuality®
Discover product can improve customers’ Web
self-service experiences. The tool captures customer
interactions and can ultimately decrease call volume
and increase sales. With this announcement, Witness
extends the concept of quality recording to Web
self-service. Type A enterprises that use Web self-service
as a core of their business and customer service
strategy should evaluate this technology.”
November 2001
“Saddletree Research believes that Witness
Systems’ eQuality Discover is the first
product in what will be the next generation of
management tools that will be required to manage
not only Web-based self-service, but the entire
customer Internet experience.”
November 2001
“In a move to broaden the appeal of recording
and monitoring systems beyond live agent channels
in the customer contact center arena, Witness
Systems announced an addition to its eQuality
software suite. The company’s new application
[eQuality Discover] focuses on improving the
quality of self-service customer transactions.
RFG believes maintaining a high level of quality
across multiple contact center access channels
is critical to maintaining a high level of customer
satisfaction. However, the expansion of quality
tools beyond those for live agent contact channels
has lagged other efforts in most corporations,
leading to disparate levels of quality control
across contact centers. IT executives show strive
to maintain consistent and high levels of customer
service across customer touch points and seek
vendors that can deliver broad application suites
with strong monitoring and enterprise-wide notification
capabilities.”
November 2001
“Witness Systems moved into the leading
position in the North America quality monitoring
market during 2000 and strengthened this position
in the first half of 2001. The company nearly
doubled in revenues from 1999 to 2000. This
success can be attributed to a combination of
factors and a highly focused strategy on the
part of the company.”
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