PHOENIX--(BUSINESS WIRE)--Sept. 13, 2004-- 3rd Wave Solutions, a communications systems integrator, today announced that it has entered into a reseller distribution partnership with Witness Systems (Company
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Under the terms of the partnership, 3rd Wave Solutions joins Witness Systems' Global Alliance Program as a reseller of its eQuality® software suite. 3rd Wave Solutions, focused on designing and delivering solutions to meet the voice and data communications needs of its large and mid-sized customers across a variety of industries, offers market-leading solutions in IP telephony, unified communications and other technologies for contact centers and the mobile workforce. Adding eQuality to its comprehensive set of solutions serves as a strong complement to the company's existing offerings, and will further enable it to support its customers with such strategic initiatives as customer interaction recording, performance analysis and e-learning.
"Our partnership with Witness Systems and the addition of eQuality to our portfolio is exciting," commented Dave Canham, vice president, 3rd Wave Solutions. "Its business philosophy aligns extremely well with ours, and its performance optimization software fills an important role as market demands for monitoring, performance evaluation and training continues to accelerate."
"With 3rd Wave Solutions' background and experience in performance optimization technologies for contact center and IP telephony environments, we believe this relationship carries great synergies," added Gary Trudo, vice president of sales operations for Witness Systems. "As we continue to grow our business, relationships - like those with 3rd Wave - will enable us to make our solution even more readily available to companies interested in capturing customer intelligence, optimizing workforce performance and improving customer experiences."
Helping its customers improve their customer-facing operations has been the focus of 3rd Wave Solutions since its inception. With more than 15 years of experience in the application of communications technology, 3rd Wave Solutions has built an impressive customer list. The addition of the Witness Systems eQuality suite completes a robust inventory of workforce optimization solutions for 3rd Wave, which also has partnerships with Avaya, Blue Pumpkin, Interactive Intelligence and ScanSoft. Together, these partnerships enable the company to deliver "best of breed" and integrated contact center solutions in workforce optimization, multi-media interaction management, intelligent routing and customer self-service.
"One of the most compelling qualities is Witness Systems' rare combination of technology innovation coupled with its understanding of customers' business opportunities and challenges," observed Bruce Andersen, president and CEO of 3rd Wave Solutions. "The company's partnership, collaboration and commitment to its customers are very similar to ours in working closely to help overcome change management issues."
About the eQuality Suite
Witness Systems' browser-based eQuality software is comprised of compliance, high-volume and business-driven customer interaction recording solutions, as well as performance analysis and e-learning applications. The software is used in the contact centers, IP telephony and back office environments of Global 2000 and leading small- to medium-sized businesses (SMBs) worldwide. Through its enterprise collaboration architecture, eQuality serves as an integrated, closed-loop performance optimization solution that enables companies to record, evaluate, analyze and learn from customer contacts and the touch points they use, and then make that business intelligence available enterprise-wide to enhance service quality, ensure multi-channel sales/service consistency, adhere to compliance requirements, increase revenue, reduce costs, track trends, respond to opportunity/improvement areas, develop staff, and heighten customer satisfaction.
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. The browser-based eQuality® software is comprised of compliance, high-volume and business-driven recording solutions for customer contact centers and IP telephony, as well as performance analysis and e-learning applications. The closed-loop suite enables companies to capture and retrieve, learn and train, and report and analyze customer interactions and back office transactions to develop staff, increase revenue, reduce costs, 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.
About 3rd Wave Solutions
Founded in 1989 and headquartered in Phoenix, 3rd Wave Solutions is a communications systems integrator focused on delivering the results customers expect from voice and data communications. 3rd Wave is relentless in uncovering customer needs and expert in designing solutions to meet them. The company has provided communications solutions for large and mid-size institutions in a variety of industries such as insurance, healthcare, transportation, electronics, manufacturing, distribution, government and higher education. These solutions include IP telephony, unified communications and other communications technologies for contact centers and the mobile workforce, and incorporate software and services as needed by each customer. For more information, visit the 3rd Wave Solutions Web site at www.3rdwavesolutions.com.
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