ATLANTA … Telecommunications services provider BTI has implemented the eQuality software system developed by Witness Systems (NASDAQ: WITS) to capture customer intelligence and optimize work force performance, including service delivered through the customer sales/service representatives at its 120-seat contact center in Raleigh.

BTI, which provides business voice, data and Internet services, deployed two products from Witness Systems’ eQuality software suite. The voice and data recording solution, eQuality Balance, enables BTI to capture agent-customer conversations, as well as the corresponding activities taking place at the agent’s desktop, such as data entry and screen navigation.

The other product implemented by BTI, eQuality Evaluation, is an online agent performance evaluation solution that allows customers to assess staff performance and development needs, as well as gauge business process effectiveness.

“With eQuality, we have established a foundation for our quality assurance program that has allowed us to gain a better understanding of not only our customers’ requirements, but also the needs of our staff,” said Beverly Fuller, director of BTI customer service. “Our team can now leverage customer intelligence gathered through eQuality to learn more about our customers’ experiences. This information enables us to focus on maintaining and improving BTI’s service excellence.”

Witness Systems: