ATIO installs third Witness voice recording solution
21 June 2006

Since signing up as a reseller for Witness Systems in March, ATIO says that it has implemented its third voice recording solution for the company in southern Africa.

"We have implemented Witness voice recording modules in three separate contact centre environments. These installations are a first step in introducing our clients to the full benefits of an overall Witness quality management solution deploying workforce optimisation technology," says Neville Quinton, business unit executive for ATIO.

The Witness voice recording software solutions have been successfully installed in an outbound campaign management company that uses its call centre to conduct sales and market research, a fund manager, and a mobile operator, Quinton adds. The first two are local operations, and the third is based in Namibia. Further installations are in progress in other countries in sub-Saharan Africa.

The business cases for these voice recording installations were the need for the quality management of calls, supporting the contractual requirements of a sale closed telephonically, compliance recording of all customer interactions, and enhancing customer care.

"The Witness voice recording software met these business requirements for compliance recording and quality management. At the technical level, we were able to customise and integrate the Witness solution with existing client infrastructure," says Quinton.

The solution allows for the retrieval of a telephone number, the date of the call and the voice recording of the call itself, he adds. Calls are tagged by customer name or policy number. The voice recording module also integrates with most customer relationship management (CRM) systems.

The technology is designed to allow an organisation to ensure that it meets compliance standards through the recording of customer interactions. It aims to provide the platform for the improvement of service to customers who call a contact centre as well as maximising the effectiveness of agents making outbound calls, as in the case of a sales campaign.

According to Quinton: "It makes good business sense to enhance customer interactions by empowering call centre agents. Customers do not just want their calls answered, they want to be assisted and their problem resolved by a call centre agent. The Witness voice recording module is an excellent means to quality manage and incentivise agents as well as identify opportunities for further training within an organisation to better meet customer needs. It promotes the balanced score card approach to workforce optimisation within a call centre environment."

The Witness voice recording module is part of an end-to-end software solution that can grow with a business' quality management and workforce optimisation requirements, he says. The solution is part of a broader trend within the call centre market to move away from distributed systems supported by multiple vendors. Rather, organisations are looking to providers who can implement and support an integrated solution for an entire call centre operation's infrastructure.