Witness Quality for Communication Manager is an IP-based selective recording solution that offers enterprises the ability to record customer interactions, evaluate agent performance, and use those evaluations to prioritize targeted training and provide best practices feedback.

Avaya is pleased to announce Witness Quality, an IP-based selective recording solution that helps optimize customer relationships by enabling continuous performance improvement in the contact center. It offers enterprises the ability to record customer interactions, evaluate agent performance, and use those evaluations to prioritize targeted training and provide best practices feedback.

Business Benefits

• Witness Quality can integrate with most of the industry-leading CTI, CRM, and predictive dialing products in the market.
• Designed and built for synchronized voice and data screen capture.
• Recordings can be trigged from rules written within the system or triggered via external applications or Agent Initiated Monitoring.
• Broad platform support for agent workstations and screen capture.

Features at a Glance

• Business Driven Recording
• Free Seating Support
• After Call Wrap Up
• Contact Search and Replay