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If you are looking at a quality monitoring/recording system you should try to define which business issues you are trying to solve. You also want to look at a solution that records 100% of customer contacts. If you look at the typical call distribution and the quality of calls with a contact center there tends to be that 80% of the calls are okay, 10% are really awful and 10% are really good. If you only record a selection of calls you will not get the true indication of how well as a whole your contact center is performing. In addition, you need to look at something that addresses all channels and not just the phone but also e-mail and web. Finally, look at the support you are going to get from the vendor. -Clive Goodhall of Eyretel plc
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