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Quality Monitoring

Nortel’s Quality Monitoring records voice interaction with your customers as well as your agents’ corresponding computer desktop activities. By adding Quality Monitoring you can accurately gauge your contact center’s performance, identify trends and opportunities, and stream processes where needed.

For contact centers that require one-hundred percent recording of all calls, the Quality Monitoring solution utilizes the fully integrated Nortel Contact Recording engine.

FEATURES & BENEFITS

• Trigger recordings based on your user-defined business rules
• Record interactions randomly, leveraging CTI, outbound CRM or custom integration
• Monitor synchronized voice and data integrations
• Evaluate and analyze agent performance using the customizable evaluation forms
• Organize recorded integrations according to user-defined categories
• Share recordings throughout the enterprise