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Witness Systems Extends Functionality for Contact Center Performance Analysis Software-- New eQuality Analysis scorecard capabilities simplify contact center performance management through integrated analytics --SCOTTSDALE, Ariz. and ATLANTA (October 17, 2002) -- Witness Systems (NASDAQ: WITS), a leading global provider of performance optimization software and services, today announced extended functionality for its eQuality® Analysis solution. With its new performance scorecard, contact center managers can attain a quick, streamlined view of performance relative to strategic organizational objectives. This functionality expands the software's ability to combine, assess and explore information from disparate technology sources throughout the enterprise. As the eQuality software suite's integrated analysis and reporting application, eQuality Analysis helps contact centers gain efficiencies while maintaining high quality standards. With a complete performance picture, management can better understand the impact one technology or performance metric (such as performance scores from eQuality, ACD statistics and adherence data) has on another to identify improvement areas. It also enables them to track patterns and trends that are not easily accessible via human analysis or standard reports. In addition, executives, supervisors and customer sales/service representatives (CSRs) can access personalized scorecards for a succinct view of their progress against the goals that are important to them. According to industry analysts, contact center reporting and analysis, along with e-learning software, is expected to comprise more than one-third of the total workforce optimization market, which also includes customer interaction recording. Driving this market forward are vendors offering integrated software suites, such as eQuality from Witness Systems, which encompass multimedia customer interaction recording, performance analysis and e-learning functionality. Over the next several years, analyst estimates project that the global workforce optimization market will grow significantly. The addition of performance scorecard capabilities adds a new dimension to this expanding market, offering a predictive element to performance analysis that can show companies in a simple, graphical manner how they are executing against their goals. Using eQuality, organizations can capture multimedia agent-customer interactions and combine that business intelligence to make decisions based on accurate, consolidated data through eQuality Analysis' reports. Because the entire eQuality suite is browser-based, company executives can easily access this critical intelligence to gain a comprehensive view of operations, as well as uncover areas that need improvement. The software leverages a variety of industry-accepted, best-practice key performance indicators (KPIs) contained in eQuality Analysis and includes pre-defined KPIs as a foundation to build customized measures. With just a few clicks of the mouse, users can slice-and-dice data and drill up and down into an area of interest. eQuality Analysis provides flexibility to produce a wide array of user-defined summary (historical and trend) and detailed analysis (adherence, productivity, quality and others) in a report, graph or exported medium. The solution's reporting, dynamic analysis and performance scorecard capabilities provide organizations with business intelligence that leads to increased revenue, heightened service quality and improved operational efficiencies. "Companies are looking for ways to measure performance to determine what's working and what needs improvement, consolidate all of their contact center data sources and conduct detailed analysis to manage the fine balance between revenue generation, productivity and customer satisfaction," said Nancy Treaster, senior vice president of global marketing for Witness Systems. "Our eQuality suite -- and specifically the eQuality Analysis solution's scorecard -- is helping companies effectively track performance against goals, while enabling them to make intelligent trade-offs so they do not achieve one goal at the expense of another. This continuous analysis gives management access to information and assigns meaning to the data spread across contact centers, so management can make informed decisions." 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, or call 1.888.3.WITNESS. 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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