Quality Monitoring Products

[bryanata]

We are currently in the market for a quality monitoring solution (Voice and Screen Capture)and I am wondering if you guys have any recommendations of what product's to look at. We have a Symposium 5.0 call center with between 100 to 200 agents at any given time. Right now our monitoring is done thru the Nortel remote agent observe card. Any feedback is greatly appreciated.

Thanks

 

[glynnmsg]

We use a product called virtual observer. It dosn't have all the features as some of the larger system (NICE , Witness) But it works great and the price is right.

 

[mte0910]

We use Witness. It captures voice and screen. Another group owns it, so I can not state as to supporting it; but from what we've seen, it's great.

81C and Symposium 5.0

 

[lretrievers]

Witness and Telestrat now has a product that will do this.

 

[spanton]

Nortel has a product called "Nortel Contact Recording and Nortel Quality Monitoring Solutions". We just price it out and it's not cheap.

 

[ff7121]

My customers use Ukranian developers product "Incom RS System" which can captur voice and screens. But it work in pair with "Incom IVR System".

Very functional solution, strongly recomended!

 

[pakya123]

Check out Verint Ultra 9.3.
It has Recording and Realtime monitoring of both Screen and Voice. Its Quality Monitoring application is very good.
Highly recommended.

 

[DancingDave]

We currently use Nice on an extension side basis on TDM phones, with a couple of sites on trunkside. It also does screen capture and can be migrated to use with IP phones including Nortels DMS recording (instead of the SPAN port recording)

Very feature rich, but expensive to purchase and maintain. Have you considered a network call recording solution - very cost effective, especially if you relatively low call volumes and no requirement to store calls forever and ever. Magnetic North are one such (UK) comapny who offer this

DD

 

[Qey]

We use a company called Coputertel - products called Datavoice - hasnt all the bells and whistles of some of the big boys (Witness\Nice) but price was a major factor for us.

Did what it said on the tin.

Q

 

[Supernn]

Try Click2Coach / Envision Performance Suite

http://www.envisioninc.com

although I think Witness is the better one....