To help companies improve their call center operations, Nortel and Atlanta-based Witness Systems recently added to their respective call center product portfolios, NewsFactor reports.

“Nortel’s latest software initiative is designed to let companies more easily tap experts outside the call center to handle customer inquiries on the fly,” NewsFactor says. “Witness Systems’ new suite combines workforce management, quality monitoring, e-learning and performance management features in a single, unified package.”

For details, see: