December 12, 2003

By: Dustin Cyril
Website: http://www.water-purification-filters.com

Suntory water group selects eQuality software from witness systems

Witness Systems, a leading global provider of performance optimization software and services, today announced that Suntory Water Group, the third largest bottled water company in the United States, has deployed its eQuality® software at the company’s contact center in Flowery Branch, Ga.

Suntory’s contact center handles inbound calls relating to the purchase and delivery of high quality water products and filtration equipment for homes, offices and retail establishments throughout the country. The company will use the eQuality solutions to capture customer interactions and evaluate the performance of its customer care representatives.

“With eQuality, we can better gauge customer satisfaction, as well as identify training needs and skill gaps when it comes to our associates’ performance,” said Lucy Conley, vice president of customer service for Suntory Water Group. “By evaluating both the voice and data components of customer interactions, we can assess how well we’re meeting customers’ needs and take steps to enhance the overall customer experience.”

As part of its quality assurance program, Suntory also expects eQuality to help the company improve operational efficiencies. For example, as new customer care representatives move through the company’s Oracle customer relationship management application, their supervisors can evaluate their navigation skills and ensure the efficient and effective use of the solution. Further, the resulting orders for new and existing customers can be easily reviewed for accuracy. “We anticipate continued demand for our products and want to ensure that customer service is delivered with the same high quality standards,” Conley added. “We also want to make sure we capitalize on opportunities to optimize performance at every level within the company.”

Author Notes:

Dustin Cyril contributes and publishes news editorial to http://www.water-purification-filters.com.  Get educated on the benefits of water purification systems and water filters available.