Full-time & Business-Driven Multimedia Recording
eQuality ContactStore PLUS is a Witness Systems solution for capturing customer interactions for environments that require both full-time recording and agent performance optimization.

Your contact center responds to thousands of customer requests - some you need to record and store for later use in compliance or sales verification situations - others you want to use to evaluate the effectiveness of your organization, such as customer service agents, marketing campaigns and new product launches. You need the security of knowing you can quickly and easily access all of your customer interactions to respond to an inquiry. You also know what drives your business and the types of contacts you want to monitor to identify performance improvement opportunities.

Empowering You to Manage the Performance of Your People, Process and Technology Proactively
Your organization can rapidly benefit from the pool of customer intelligence captured through eQuality ContactStore Plus. For example, simply by defining a set of business rules, you may catalog a sample of contacts for anew marketing campaign, or group together 100 percent ofcontacts from high value customers. Or you might decide to collect every successful sales transaction for verification, while randomly gathering five percent of all senior agents’ contacts for quality and training purposes.

A Scalable, Distributed Recording Architecture with Business-Driven Recording Management
eQuality ContactStore Plus lets you target key customer interactions from across your contact centers - no matter how distributed - presenting them in a unified, end-to-end view of the customer's experience.

Now you can have access to all of your customercontacts when you need them. Advanced business ruleshelp you organize recorded customer interactions, so they're waiting for you to review in pre-defined contact folders.

To allow your contact center supervisors and quality analysts to make an objective and consistent assessment of workforce performance and service delivery, eQuality ContactStore Plus also includes powerful evaluation capabilities. Tap into selected folders of recorded customer interactions to review, evaluate and score agent performance. The software's flexible forms design, reporting and graphing capabilities allow you to streamline the way you measure your contact center productivity.