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Singlepoint Implements Witness Systems' eQuality SoftwareU.K. mobile phone service provider engages Witness Systems' Business Consulting Services Group and deploys customer interaction recording and analysis solutions to enhance customer serviceATLANTA--(BUSINESS WIRE)--Aug. 6, 2002-- Witness Systems (NASDAQ: WITS - News), a leading global provider of performance optimization software and services, today announced that Singlepoint, the U.K.'s largest independent mobile phone service provider and part of the Caudwell Group, is deploying the eQuality® software in its 700 advisor contact centre in Newcastle, Staffordshire."Our decision to implement Witness Systems' eQuality software was driven by a desire to improve efficiency and more importantly, customer service," said Nick Pedlow, programme manager for Singlepoint. "This new automated quality monitoring solution allows both team managers and the quality assurance department to provide advisors with clear and consistent feedback." The eQuality Balance patented, synchronized voice and data recording solution will be used in conjunction with the eQuality Evaluation online performance reporting tool to help Singlepoint intensify its focus on quality assurance. With greater insight into its customers' experiences, Singlepoint will be better positioned to evaluate and improve processes and identify training needs for all advisors. "We looked at a range of products, but eQuality offered the best fit," added Pedlow. "The software's features, combined with Witness Systems' experience with our technical infrastructure, met our unique business requirements. We're well on our way to rolling out a robust and calibrated process for measuring and improving performance at every stage of the customer interaction." Additionally, Singlepoint engaged the Witness Systems Business Consulting Services Group to assist in the development of an evaluation form that links the company's customer service objectives to identified quality standards. Singlepoint assembled a cross-functional, multi-level team - including senior contact centre and quality assurance managers, advisors and IT staff - to establish and review the evaluation criteria with the guidance of Witness Systems' consultants. "The teamwork involved in developing our quality standards was invaluable," said Pedlow. "It ensured consistency across all functions so we can properly focus on identifying the best processes for quality measurement and control." Witness Systems' consulting engagements are delivered globally by contact centre professionals with operations, training and quality assurance experience. Workshops and consulting agreements focus on linking corporate objectives to contact centre performance, detailing calibration processes to ensure consistency, and optimising the use of the eQuality suite through process improvements. Engagements may be customised, depending on customers' needs. As Singlepoint completes its full roll-out of eQuality, the company is focused on finalising its calibration process to ensure consistent scoring of advisors by team leaders, as well as quality assurance managers. The Singlepoint team responsible for instituting the company's new quality standards will help lead the introduction of eQuality across the entire contact centre. About Singlepoint Singlepoint, a division of The Caudwell Group, is the U.K.'s largest independent mobile phone airtime provider. Based in Stoke on Trent, the company employs over 1,000 people and enjoys a customer base of 1.4 million. Singlepoint's ever-expanding market presence is supported by an intense recruitment programme to source the best possible people. Core areas of the business include connections, operations, credit-checking, billing and most importantly, customer care. About Witness Systems Witness Systems (NASDAQ: WITS - News) provides the contact center industry's first integrated performance optimization software suite to help global enterprises capture customer intelligence and optimize workforce performance. Comprised of business-driven multimedia recording, performance analysis and e-learning management applications, the browser-based eQuality® solution is designed to enhance the quality of customer interactions across multiple communications media, including the telephone, e-mail and Web. The closed-loop suite enables companies to record, evaluate and analyze customer contacts, and then launch e-learning to develop staff, generate additional revenue, and achieve greater customer retention and loyalty. An integrated business consulting, implementation and training methodology provides services to support an effective, rapid deployment of eQuality that enables organizations to maximize their return on investment. For additional information about Witness Systems and its eQuality software suite, visit www.witness.com, dial 1.888.3.WITNESS or in the U.K. call, +44 (0) 1189367100. Cautionary Note Regarding Forward-looking Statements Under the Private Securities Litigation Reform Act of 1995: Information in this release that involves Witness Systems' expectations, beliefs, hopes, plans, intentions or strategies regarding the future are forward-looking statements that involve risks and uncertainties. These statements include statements about Witness Systems' strategies in the marketplace, its market position and its relationship with customers. All forward-looking statements included in this release are based upon information available to Witness Systems as of the date of the release, and the company assumes no obligation to update any such forward-looking statement. These statements are not guarantees of future performance and actual results could differ materially from our current expectations. The factors that could cause actual future results to differ materially from current expectations include, but are not limited to, fluctuations in customer demand and the timing of orders; the company's ability to manage its growth; the risk of new product introductions and customer acceptance of new products; the rapid technological change which characterizes the company's markets; the risks associated with competition; the risks associated with international sales as the company expands its markets; and the ability of the company to compete successfully in the future, as well as other risks identified under the caption "Management's Discussion and Analysis of Financial Condition and Results of Operations" in the company's Annual Report on Form 10-K for the fiscal year ended December 31, 2001 and any other reports filed from time to time with the Securities and Exchange Commission. Witness, eQuality and the Witness logo are United States registered trademarks of Witness Systems, Inc., protected by laws of the U.S. and other countries. All other trademarks mentioned in this document are the property of their respective owners. Editorial Contact: Shana Peterson Porter Novelli 404.995.4505 shana.peterson@pnicg.com top of page |
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