BANGALORE – Wipro Infotech, the India, Middle East and Asia Pac IT arm of Wipro Limited, has entered into an alliance with Witness Systems (Company
Profile, Past
Stories, Case
Studies), the US based leading provider of contact center performance optimization solutions. Recognized as a premier provider of IT solutions and
services, Wipro Infotech will market and integrate the complete range of Witness Systems' eQuality browser based solutions to contact centers in India. Witness
Systems' eQuality suite provides multimedia customer interaction recording (across the telephone, email and Web), evaluation, performance analysis and e-learning
management solutions.
The eQuality suite offering includes eQuality Balance, eQuality ContactStore, eQuality Interactive and eQuality Response for capture and retrieval of customer interactions;
eQuality Evaluation, eQuality Analysis, eQuality Vision and eQuality Focus for reporting and analysis; and eQuality Now for online learning and training. Using
eQuality, organizations can record both the voice interaction between an agent and a customer, as well as the corresponding screen activity on the agent's desktop, which
can then be stored, reviewed and evaluated. These evaluations are in turn used to determine individual agent skill gaps and training needs, identify ways of optimizing
the contact center's performance against business goals, and enhance the overall experience of the customer. In addition, this closed-loop quality management
system enables organizations to gauge the effectiveness of their other customer facing systems such as CRM, their supporting IT technology and business processes, and
makes the necessary adjustments to ensure continuous quality improvement and maximize performance and efficiency in their contact center operations.
Mr. Dishware Hemrajani, chief executive, technology products division, Wipro Infotech, said, "Witness Systems' eQuality software will significantly expand and
complement our existing range of leading contact center technologies. By adding performance optimization capabilities to our vast integration and domain expertise, we can
now offer a complete end to end systems integration offering to Indian call center and BPO customers."
Communications Solutions named Witness Systems' eQuality® suite as one of its "2002 Product of the Year" winners in its March 2003 online edition.
Awarded for its suite of performance optimization software, eQuality is the industry's first browser-based enterprise collaboration architecture for the contact center market.
According to Dermot McCutcheon, managing director for Witness Systems, this partnership presents a clear opportunity for both companies. "Business process
outsourcing in India has seen phenomenal growth over the past few years, and the contact center market is a key driver. Our comprehensive suite of performance
optimization products, combined with Wipro Infotech's acknowledged leadership, credibility and expertise in the Indian market, makes this alliance a compelling proposition
for Indian companies looking to gain a competitive edge by improving quality and the performance of their contact center operations."
About Wipro Infotech:
Wipro Infotech (NYSE: WIT), a division of the US $900 million Wipro Limited, provides enterprise customers with high value Information Technology products, Services,
Solutions and IT Consulting Services in India, and provides Technology & Software Services and IT Consulting Services in the Asia Pacific and the Middle East. It is the
world's first Products, Services and Solutions Company to be certified, Enterprise wide at Level 5, Version 2.0 of PCMM. Headquartered at Bangalore, Wipro Infotech serves
customers in India through a network of 22 offices and 170 service locations across the country. It has business offices in the Middle East and Asia Pacific.
Wipro Infotech has been rated No: 1 Network Integrator in India by Voice & Data Magazine for five years in succession from 1998-2002.
About Wipro Limited
Wipro provides comprehensive IT solutions and services, including systems integration, Information Systems outsourcing, package implementation, software application
development and maintenance, and research and development services to corporations globally. Wipro Limited is the first P CMM Level 5 and SEI CMM Level
5 certified IT Services Company globally.
In the Indian market, Wipro is a leader in providing IT solutions and services for the corporate segment in India offering system integration, network integration, software
solutions and IT services. Wipro also has a profitable presence in niche market segments of consumer products and lighting. In the Asia Pacific and Middle
East markets, Wipro provides IT solutions and services for global corporations.
Wipro's ADSs are listed on the New York Stock Exchange, and its equity shares are listed in India on the Stock Exchange - Mumbai, and the National Stock Exchange,
among others. For more information, please visit our websites at www.wipro.com, www.wiprocorporate.com and www.wipro.co.in
About Witness Systems
Witness Systems (NASDAQ: WITS) 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 +61 2 8907 0300 in Australia, or call 1.888.3.WITNESS in the U.S.
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 characterises 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.
email this article