Interesting development. We've always thought of Witness Systems as a quality monitoring element of a contact center's front line, i.e., the ongoing interaction between customer-service agent and customer. And they are.
But the news here is they've now moved to the back office with this release; when they quickly briefed us on eQuality Office, we couldn't help but nod our heads. Makes sense.
Similar to what they've always done with agent processes, eQuality Office captures desktop activities, evaluates recorded transactions, identifies best practices and trains staff -- now the idea is to extend this functionality across the enterprise, letting companies find back-office problem areas, improve auditing, ensure staff is doing what they's suppose to, and decrease re-work by improving data quality.
With new regulations like HIPAA, etc., it can also be a valuable tool for uncovering compliance issues.
Specifics functions include:
- Desktop recording captures the exact keystrokes on employee desktops - such as data entry and screen navigation - so companies can replay and evaluate transactions just as they occurred.
- Advanced recording lets users define and maintain screen-based triggers to capture specific business functions based on the values of individual fields within an application.
"Our eQuality Office performance management initiative flows from our belief that there are many opportunities for the optimization of enterprise processes today. These primarily lie in the back office, where employees struggle with systems to observe internal processes or comply with regulatory requirements without knowing the effect each has on potential customers," said Dave Gould, CEO of Witness Systems.
"This offering can help them determine what's causing customers to pick up the phone, become dissatisfied and stop buying their products or services altogether."
Always a good thing, right?