Nortel's Quality Monitoring records voice interaction with your customers as well as your agents' corresponding computer desktop activities. By adding Quality Monitoring you can accurately gauge your contact center's performance, identify trends and opportunities, and stream processes where needed.

For contact centers that require one-hundred percent recording of all calls, the Quality Monitoring solution utilizes the fully integrated Nortel Contact Recording engine.

• Robust intelligent monitoring offers the flexibility to record interactions randomly based on user-defined business rules.
• After-call monitoring boosts efficiency by delivering an agent's screen actions after the customer hangs up, providing valuable insight into agent productivity. Real-time "live" monitoring of synchronized voice and data further enhances productivity by providing the ability to share recordings throughout the enterprise.
• Nortel's patented data capture technique captures only changed areas of the agent screen activity, enabling agents to navigate your system more efficiently and minimize network utilization.
• By recording customer interactions including screen activity and evaluating agent performance to deliver targeted training, businesses have an integrated closed loop system for continuous performance improvement in the contact center.