The Nortel Contact Recording and Nortel Quality Monitoring suite, developed with Witness Systems, allows businesses to record and monitor all customer interactions so that more information can be captured for each customer. Nortel say this helps businesses reduce costs and drive differentiation by assuring that customer interactions maximise revenue, increase customer loyalty, obtain valuable intelligence and capture best customer service practices and competitive insight.
The new products can be deployed independently or with the Nortel Contact Center solution and provide recording and archiving of all contacts to help customers with regulatory compliance. This is particularly important in the financial sector, for example, to quickly confirm that trades and transactions are executed accurately.