|
Press Release |
|||
|
Cusco Partners with Witness Systems to Resell eQuality Software in Benelux RegionAdding Witness Systems' eQuality suite to Cusco's technology offerings makes software more readily available, helping Benelux contact centres enhance service and build customer loyaltyHIVERSUM, Netherlands & ATLANTA--(BUSINESS WIRE)--Oct. 10, 2002-- Witness Systems (NASDAQ: WITS - News), a leading global provider of performance optimisation software and services, today announced that Voorburg-based Cusco Engineers has become a Witness Systems eQuality® Reseller. With extensive expertise in contact centre technology, Cusco Engineers serves as a leader in the Benelux market, supporting its customers with a full range of e-business and customer relationship management (CRM) solutions. Under the terms of the agreement, Cusco will serve as a reseller for Witness Systems' eQuality software suite to further extend its offerings for clients that require multimedia customer interaction recording, performance analysis and electronic learning management solutions. In doing so, eQuality represents the only technology of its kind to be offered in Cusco's extensive technology solution set. Used in the contact centres of Global 2000 organisations, eQuality enables companies to capture customer intelligence and optimise workforce performance to help ensure customer satisfaction and loyalty. With eQuality, companies can maximise their CRM initiatives through a closed-loop performance optimisation process that gauges customers' experiences, determines business process effectiveness, identifies revenue generation and cost savings opportunities, and provides training and development for contact centre staff to enhance their performance and knowledge acquisition. "We are delighted to join Witness Systems' Global Alliance Program and become a reseller in the Benelux region. eQuality serves as a strong complement to our portfolio of technology offerings, as many of our clients are in the process of converting their call centres into contact centres in order to provide their customers with consistent, quality service across all communications channels. We believe Witness Systems' suite is the ideal solution to support this type of quality assurance initiative," said Marc Kuiken, managing director of Cusco Engineers. "We recognise Cusco Engineers as an solid, innovative and capable organisation - and are very pleased to have it become an eQuality Reseller and Preferred Partner for the Benelux region. As a leader in this market, Cusco offers expertise in not only call centres, but also the conversion into multimedia contact centres," said John Wilkinson, director of EMEA for Witness Systems. "As we continue to grow our business, partnering with such well-respected companies as Cusco will be important in allowing us to make eQuality even more readily available to Benelux-based companies focused on capturing customer intelligence to optimise workforce performance, operational efficiencies and customer satisfaction." With eQuality, companies can record voice interactions with customers based on user-defined "business rules" that allow them to capture the types of interactions that drive their business, performance and customer-focused goals. Simultaneously, eQuality captures the corresponding computer screen activities taking place at the customer sales/service representatives' (CSRs) desktops - including data entry and screen navigation. By synchronising these elements for replay at a later time, contact centre management can observe and evaluate CSR performance for a complete quality assessment. These recordings can then be shared throughout the enterprise to fine-tune product/service offerings, refine business processes and serve as a coaching tool to help CSRs perfect their skills and develop their careers. In addition, eQuality enables companies to capture, evaluate and analyse collaborative chat, e-mail and Web-based interactions. The suite also encompasses integrated performance analysis and e-learning management solutions. About Cusco Engineers Cusco Engineers is an ICT company specializing in e-business and CRM with a focus on call centres and customer contact centres. Cusco helps its customers make the transition from a classic call centre to a customer contact centre, where aspects like creating a central customer image and multi-channeling play a role. Cusco devotes its energies to the implementation of modern, Web-based contact centre technology in combination with specialism-oriented consultancy so its customers do not get bogged down in lengthy implementation projects, but rather move ahead in orderly, easily manageable project stages. For more information, visit www.cusco.nl. 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 maximise their return on investment. For additional information about Witness Systems and its eQuality software suite, visit www.witness.com, or call 1.888.3.WITNESS in the U.S. In EMEA, visit www.witness.com/intl/emea, or dial +31 (0) 35 646 2621 in the Netherlands and +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 |
|||