Call Monitoring / Work Force Mgmt Solutions?

[98Converter]

What's the general opinion when it comes to Call Monitoring and Work Force Mgmt solutions?

We're getting ready to send out an RFP, and our 3 vendors are:

Nice (Of course...)
Witness
Envision

We're currently using non-compliant digital recorders. (Non-compliant from our clients standards...)

Anyone have experience with these, successes, failures, general opinions, etc...?

Multi-site Call Center
IP Trunking
S8700
S3400

Thanks all,
Chris

We are what we repeatedly do. Excellence, then, is not an act but a habit. ARISTOTLE 384-322 B.C.

 

[nohuhu]

98Converter,

i myself prefer witness, because i don't like this 'black box' approach of nice. and witness is reacher with features and less costly, and (!) is based on ip. you may judje this as a personal prejudice, but i prefer to deal with pure ip-based solutions and avoid these pesky t1/e1 boards.

 

[tsturg]

98Converter,

We use Witness Contact Store plus. It recorded all calls trunk side, but as we have all our calls coming into 1 location (16 x E1 and the call are sent over MPLS to 15 locations) this was the easiest solution. How are you linking the offices up and how are calls going hit your system? Will each office have it's own E1 etc? These are all questions you will need to check as they will have a large impact one what set-up you go for and how much you end up paying.

We also have Equality Balance which is the screen capture and and quality call checking and marking.

 

[telcomnewbie]

98 Converter,

We use witness, and I like the functionality of the product. The main issues I'm having to deal with are due to our internal process - related to the way our workstation names are assigned because it includes the agent's cubicle and every move means an administrative change in Witness - requiring stop and start of services after hours.

This may not sound like much, but it's almost full-time administration because my customers forget they have to notify us of moves and they move constantly. If agents fail to log off their phones at night when we restart the service, they can get "stuck in limbo" and not show status in eQuality the following day. That requires another restart of services the following night.

We're trying to implement procedures to prevent these issues, but I thought I would give you a heads up.

Hope this helps!
Karen
ccdesigner