Witness Systems At A Glance

Witness Systems (NASDAQ: WITS) is a leading global provider of workforce optimization software and services.  The company's solutions – which play a strategic role in the customer interaction centers of Global 2000 and small- and medium-sized businesses (SMBs) worldwide also are deployed in IP Telephony and back office environments, and throughout the extended enterprise, including branch offices. 

Witness Systems’ software is comprised of quality monitoring, compliance, high-volume and IP Telephony recording solutions, as well as workforce management, actionable learning and performance management applications.  The company’s solutions enable organizations to optimize their people, processes and technology throughout the enterprise.  Witness Systems’ customers benefit from an integrated business consulting, implementation and training methodology that supports a rapid deployment, enabling them to drive revenue, reduce operational costs, and achieve greater customer retention and loyalty.

PRODUCTS AND SERVICES

Witness Systems offers Impact 360TM, a workforce optimization solution that brings together software and services for workforce management, quality monitoring/full-time recording, eLearning, and performance management under a holistic, streamlined framework that provides a single user interface and centralized administration.  By unifying these components, Impact 360 maximizes the information flow within the enterprise, providing deep insight into workforce performance, customer interactions, and customer service processes while driving cost savings, strategic decision-making, and competitive advantage.

Under the Impact 360 framework, customers can select from a broad range of functionality:

Voice and Data Recording — Provides customer interaction recording for quality assurance, compliance, sales verification, and data-mining purposes in contact center, IP Telephony, and back office environments. You can reliably record 100 percent of transactions across multiple sites, set business rules and record only transactions of interest, or record transactions at random or on demand. All data is stored in a single, unified database for easy, efficient retrieval and information-sharing across your organization.

Forecasting — Provides a variety of methods for selecting, combining, and refining historical data for forecasting future call volume and handle time across queues. You can set profiles to model call behavior for different types of events and circumstances, and work out complex “what if” scenarios.

Scheduling — Automates scheduling using powerful algorithms that take business processes and employee proficiencies and preferences into account. You can easily deploy the right number of agents, with the right skill sets, at the right time.

Adherence Monitoring — Displays a real-time view of every activity across all channels in your contact center, including those in the front- and back-office, so you can see how your employees are performing. Alerts notify you when they are out of adherence, while exception management and centralized tracking streamline
work processes.

KPIs and Scorecards — Includes predefined key performance indicators (KPIs), along with role-appropriate scorecards that show contact center staff how they’re performing against their goals. This visibility into performance can motivate your staff to improve, while enabling managers to focus their efforts on problem areas.

Contact Visualization — Uses an innovative color-coding system to graphically depict trends in contact volume. Each call is color-coded based on contact attributes, enabling you to easily spot those that exhibit particular characteristics, such as sales or complaint calls.

Centralized Administration and Reporting—Provides centralized administration and reporting, even across multiple sites. By streamlining these often time-consuming procedures, you can make better decisions, faster — and implement them right away.

Contact Interaction Editing — Allows you to create e-learning content from your captured customer interactions. You can develop a customized piece of learning in just a few minutes and a high-quality, interactive learning clip in only a few hours.

Lesson Management — Enables supervisors to select the appropriate training sessions from a library of courseware—or create sessions themselves. By assigning material (which is delivered via the Web directly to the agent desktop), they can then monitor completion and performance. It’s an efficient, consistent way to handle training across your entire contact center.

Optional, Add-on Functions –Addresses specific customer service issues and includes shift bidding, strategic planning, competency-based learning, custom KPI scorecards, application analysis, and more.

Professional Services—Includes the most extensive set of services in the industry, delivered by seasoned consultants who have a holistic view of customer service performance and years of experience with companies of all sizes, types, and industries from around the globe.  From implementation to consulting to technical support and training services, Witness Systems’ services are delivered by professionals who understand business practices and contact center operations—and care about your success.

For more information on Witness Systems and Impact 360, contact www.witness.com or 1-888-3-WITNESS.

 
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Corporate and Americas Headquarters
300 Colonial Center Parkway
Roswell, GA 30076
USA
Tel: + 1 770-754-1900
1-888-3-WITNESS
Fax: + 1 770-754-1973
Email:  contact_usa@witness.com

European Headquarters
Kings Court, Kingston Rd
Leatherhead
Surrey KT22 7SL
United Kingdom
Tel: +44 (0) 1372 869 000
Fax: +44 (0) 1372 869 005
Email: contact_Europe@witness.com

Asia Pacific Headquarters
Room 1809-1818, 18/F
Shui On Center
6-8 Harbour Rd
Wan Chai, Hong Kong
Tel: +852 3198 6000
Fax: +852 3198 6100
Email:  contact_hongkong@witness.com

© Copyright 2003, Witness Systems, Inc. All rights reserved. eQuality, Bringing eQuality to eBusiness, and the Witness logo are trademarks of Witness Systems, Inc.


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