The eQuality software suite offers integrated, multimedia customer interaction recording, evaluation, performance analysis and e-learning management solutions that helps customer interaction centers ensure consistent, quality service across all customer touch points, including the telephone, e-mail and Web chat.
The browser-based enterprise collaboration architecture of eQuality allows companies to capture key customer interactions and then communicate important customer contacts and feedback to the right people and departments throughout the enterprise.
In addition to hosting the companys annual user conference, Driving Innovation 2002, in New Orleans, La., May 1-4, the committee members also serve as liaisons with Witness Systems' customers. The yearly user conference brings the companys customers together to focus on new ways to optimize contact center performance. The event also draws participation from the company's CRM and e-media partners, industry analysts and motivational speakers to profile trends and opportunities facing today's rapidly evolving customer contact centers.
In the liaison role, the committee members function in an information gathering and feedback capacity to share customer views and ideas for future features, functionality and new solutions. The committee also offers input on the company's array of service offerings, which include Implementation Performance Management, Witness University, Business Consulting Services, Integration Consulting Services and the Customer Interaction Center.
The new members of the 2001-2002 Witness Systems Customer Advisory Committee include:
Terry Guerrero, corporate quality care manager of Spherion Corporation, a Fortune 500 company that provides recruitment, outsourcing and technology, will serve as committee president for 2002. "Witness Systems has always made a concerted effort to provide a valuable forum for contact center professionals to exchange ideas and learn new techniques for managing their employees and customers effectively," said Guerrero. "I see great momentum and promise in the eQuality suite's evolution and the company's commitment to take the software to the next level by adding advanced functionality and new solutions to address the needs of contact centers across a broad range of vertical markets. I'm honored to serve on the advisory committee again this year and look forward to Driving Innovation 2002."
Witness Systems' international headquarters are located in Roswell, Ga., with global office locations, servicing companies with multiple contact centers including: Allstate, AT&T, Bank of America, Continental Airlines, Dow Jones & Company, Hyatt Corporation, Liberty Mutual, Nokia, Pitney Bowes, RadioShack, Travelocity, VISA, Wells, Xerox, and VISA.