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Witness Systems Extends VoIP Recording CapabilitiesNew functionality helps forward-thinking companies capture and evaluate customer interactions in pure IP-centric contact centre environmentsATLANTA & Birmingham, England--(BUSINESS WIRE)--Sept. 17, 2002-- Witness Systems (NASDAQ: WITS - News), a leading global provider of performance optimisation software and services, today announced extended Voice over Internet Protocol (VoIP) support for its eQuality® software suite. Companies that have chosen to converge their voice and data networks can leverage eQuality's synchronized voice and data recording capability to help ensure consistent, effective customer service. This new functionality enables enterprises deploying hybrid networks with both IP and circuit-switched telephony - or iPBX telephony (pure Internet telephony with no circuit- switched technology) - to capture, evaluate and analyse complete customer interactions. The eQuality VoIP solution allows organisations to monitor customer interactions in IP-enabled contact centres just as they do today in their traditional circuit-switched call centres. With this architecture, Witness Systems is able to capture customer interactions in a variety of IP contact centre environments, with support for Cisco's IPCC being the first integration. By recording agent-customer telephone interactions (via VoIP or traditional circuit switch), as well as the corresponding activities taking place at the agent desktop - such as screen navigation, data entry and use of customer information systems - contact centre management can evaluate performance for a complete quality assessment. These recordings can then be used to refine business processes and serve as a coaching tool to help staff hone their skills and further develop their careers. The eQuality suite also can be deployed for recording and analysing other customer interaction mediums, such as collaborative chat, e-mail and Web self-service contacts. According to analysts, the adoption of VoIP as a full substitute for traditional circuit-switched telephony networks has gained momentum primarily among small- to medium- sized centres. For many larger contact centres, however, VoIP will be deployed most commonly in a hybrid environment, enabling enterprises to benefit from the advantages of a converged network at the agent desktop without discarding their investment in traditional ACDs/PBXs. "Extending VoIP functionality within our existing integrated suite further underscores our ability to help organisations achieve operational efficiencies, cut costs and heighten customer satisfaction regardless of communications channel," said Nancy Treaster, senior vice president of global marketing for Witness Systems. About Witness Systems Witness Systems (NASDAQ: WITS - News) provides the contact centre industry's first integrated performance optimisation software suite to help global enterprises capture customer intelligence and optimise 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 analyse 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 organisations to maximize their return on investment. For additional information about Witness Systems and its eQuality software suite, visit www.witness.com, call 1.888.3.WITNESS in the U.S., or dial +44 (0) 118 936 7100 in the U.K. 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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