Call centre of the future comes to Birmingham

NASDAQ-listed Witness Systems, a global provider of performance optimisation software and services, will demonstrate its innovative solutions for back-office performance management and customised interactive training at this year's Call Centre Expo exhibition at the NEC in Birmingham from September 29 to 30.

Visitors to the stand will be able to see company's advanced eQuality Office and eQuality Producer solutions, aimed at extending an organisation's ability to optimise workforce performance and capture intelligence beyond the contact centre to include key back-office functions, as well as branch and remote office environments.

Witness Systems is also sponsoring one of the technology tracks of the Masterclass Seminar Sessions at CC Expo 2004.

At CC Expo 2004, Witness Systems will demonstrate eQuality Office's unique ability to effectively aid in solving problems before they arise as calls into the contact centre - reducing the number of calls into the contact centre in the first place.

"eQuality Office is designed to help companies audit critical business functions,” said Witness Systems’ international marketing manager Tina Goodwin.

“By taking performance management to back-office, branch or remote office environments, companies can quickly identify process breakdowns, reveal root causes for call volume spikes in the contact centre, and highlight the catalysts driving customer frustration."