|
Press Release |
|||
|
Witness Systems Announces Availability of Multimedia Customer Interaction Recording Solutions for Japanese MarketCompany releases Japanese language versions of its e-mail and Web chat recording solutions to help contact centers in Japan deliver consistent, quality service through multi-channel mediumsTOKYO & ATLANTA--(BUSINESS WIRE)--Nov. 6, 2002-- Witness Systems (NASDAQ: WITS - News), a leading global provider of performance optimization software and services, today announced the availability of the Japanese language versions of its e-mail and Web chat customer interaction recording solutions. The software - which is designed to help organizations extend the ability to record, manage and evaluate multimedia customer interactions - enables contact centers to instill the same quality standards for e-mail and Web chat contacts that many companies already use today in their telephone-based sales/service organizations. eQuality Response Captures Customer Contacts Via E-mail The Japanese language version of eQuality® Response is architected specifically to address the growing number of interactions contact centers receive via electronic mail. The solution provides a means to record and evaluate specific e-mail contacts, allowing organizations to gauge the effectiveness of customer sales/service representatives' (CSRs) e-mail communication skills. eQuality Response is designed to integrate with the market's leading e-mail response management systems (ERMS) to monitor the quality of those contacts. The solution features tight integration to these ERMS products based on specific "begin message" and "end message" commands. These systems help companies manage the influx of e-mail inquiries by automatically replying and/or suggesting responses to incoming e-mails. Companies using the technology are doing so to manage and track e-mail communications from arrival through response; provide customers with alternate communications channels; and reduce contact costs by directing inquiries to the most profitable medium when possible. Leveraging eQuality Response in conjunction with this type of system allows users to capture agent- customer interactions to gauge service quality and consistency, as well as ensure responses are correct and timely, reflect a professional tone, and include correct spelling and grammar. eQuality Interactive Captures Customer Contacts Via Web Chat Similarly, the Japanese language version of eQuality Interactive is also now available in Japan's contact center market. The solution records and analyzes Web chat interactions (instant messaging), helping companies that are increasingly using multiple touch points ensure customers receive consistent responses from the enterprise via text chat messages. In addition to monitoring the quality of customer contacts via collaborative chat, the solution integrates with the market's leading Web chat systems, which enable CSRs to interact "live" with customers by passing instant messages, Web pages, documents and scripts. Companies are beginning to use this technology to reduce the volume and talk time of calls with CSRs, as well as increase sales closure rates at the point of contact. By developing tight integration to these Web chat products based on specific "begin chat" and "end chat" commands, eQuality Interactive is designed to enable contact centers to record and evaluate specified real-time chat sessions. These interactions can then be analyzed to measure results against pre-defined goals. By recording and evaluating the quality of these contacts, just as most companies do today for telephone calls, organizations can ensure not only that they are coaching their CSRs for improved performance, but also that the most skilled CSRs are handling the most appropriate interactions. eQuality also enables contact centers to identify training areas, process improvements and ways staff can more effectively use technology resources - such as e-mail response management and Web chat systems - to better meet customer needs in a timely manner. "The growth of the Internet and e-commerce is increasing the value businesses place on customer relationships to gain a competitive advantage. Witness Systems is bringing eQuality Response and eQuality Interactive to the Japanese market to help businesses in the country develop and improve customer relationships across multimedia channels as a way to distinguish their products and services," said Leo Keeley, president and representative director, Witness Systems Japan. "As companies strive to provide quality service regardless of medium, it will become increasingly important for contact centers to have a means to capture Web-based customer interactions." The eQuality software suite - including the newly available Japanese language versions of eQuality Response and eQuality Interactive - will be sold through channel partners by Witness Systems Japan. 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. 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 in the U.S. In Japan, visit www.witness.co.jp, or dial +81 (0)3 6407 7420. 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 |
|||