Nortel Contact Recording and Quality Monitoring enables your business to accurately gauge contact center performance, identify trends and opportunities, and streamline processes to improve the quality of customer interaction and deliver exceptional service.

Contact Recording provides the recording, search, playback and storage of voice interactions. Quality Monitoring captures and synchronizes the on-screen activity of the agent with the voice recording and provides a number of contact center agent performance enhancement tools.

This solution is part of Nortel's Workforce Optimization portfolio that also includes Workforce Management, Speech Analytics and Customer Feedback.

• Convenience and ease of use: Tightly integrated into Nortel Communications Server and Contact Center environments
• Lower total cost of ownership: Software-only, running on industry-standard hardware, can be deployed in IP, TDM or hybrid telephony infrastructure without retrofit
• Information confidentiality: Secure and Payment Card Industry v1.2 compliant
• Customer Satisfaction and Retention: Well trained agents with access to the right tools and support consistently deliver exemplary customer service
• Business efficiency: Regulatory compliance, dispute resolution, access to competitive insight, lower cost, and higher revenues and profitability.