A typical user of the Service Observing with Multiple Observers feature is a call center in a financial institution like a bank where all the calls must be recorded for security and quality control. The call center can use a call recording facility, such as Avaya Witness Call Recording, to record the calls to each agent. Additionally a call center manager or supervisor can simultaneously use temporary service observing of an agent to monitor how the agent handles calls.

The benefit provided by Service Observing with Multiple Observers is exemplified when a call being recorded and observed simultaneously is conferenced with another call that is also being recorded. This feature allows the recording of both calls to continue.

Without Service Observing with Multiple Observers, one of the recording associations is temporarily removed during the duration of the conference because only one service observer, the recorder in this case, can be observing the same call.