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NTT Solco Heightens Service Standards with eQuality Software from Witness SystemsLeading contact center operator implements customer interaction recording solution to capture customer intelligence and optimize workforce performanceTOKYO & ATLANTA--(BUSINESS WIRE)--Nov. 7, 2002-- Witness Systems (NASDAQ: WITS - News), a leading global provider of performance optimization software and services, today announced that NTT Solco has implemented its eQuality® software to heighten customer service and satisfaction in its Yokohama-based customer interaction center. As a leader in developing and operating contact centers in Japan, NTT Solco recognizes the value of delivering consistent, quality customer service through knowledgeable staff in a timely manner. To help ensure its customers receive high-caliber service, the company selected Witness Systems' eQuality software as a foundation for its quality assurance initiative. By automating the ability to capture customer intelligence and optimize workforce performance, NTT Solco has gained process efficiencies and further developed its customer sales/service representatives (CSRs), which has had a positive impact on its customers' experiences. NTT Solco - whose 12,000 CSRs process 52 million customer sales/service calls a year - regards the quality management of its staff as indispensable in strengthening the relationship of trust with customers and in differentiating its services in the marketplace. To help the company continue that focus, it began looking for an automated quality monitoring system that would capture agent-customer interactions and evaluate CSRs' skills through an objective performance assessment. Among the eQuality solutions that NTT Solco has implemented are the Japanese language versions of eQuality Balance and eQuality Evaluation. With eQuality Balance, the company can record the conversations between agents and 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 CSRs' desktops - such as data entry and screen navigation. The patented solution, which synchronizes these two components for replay at a later time, enables contact center supervisors to evaluate CSR performance, gauge business process effectiveness and determine how well CSRs leverage the technology resources available to them. As the corresponding, customized agent performance assessment solution, eQuality Evaluation allows users to rate performance and determine areas that staff have mastered, as well as those that need improvement. With a complete quality assessment, organizations can share sample interactions throughout the enterprise to help fine- tune product/service offerings, refine business processes and serve as a coaching tool to help CSRs hone their skills and further develop their careers. "With eQuality, NTT Solco has been able to calibrate the process for agent performance evaluations and quickly identify improvement areas. The software also has significantly decreased the workload of our supervisors," said Mr. Jun Hirai, senior manager in the contact center management department of NTT Solco. "In addition to making the development process more efficient, our use of eQuality also has allowed us to gain operational efficiencies by reviewing captured interactions to determine how well our processes are working." "We are very pleased to be working with NTT Solco," said Leo Keeley, president and representative director for Witness Systems Japan. "Forward-thinking companies, like NTT Solco, are recognizing the strategic value a solution, such as eQuality, offers - including improved customer interactions through consistent, quality service delivered by knowledgeable, efficient staff. Capturing customer intelligence to optimize workforce performance will continue to be a critical component in helping businesses secure higher customer satisfaction levels and maintain their competitive advantage." eQuality was installed at NTT Solco by the ENS division of Iwatsu Electric, a Witness Systems Japan reseller partner. Working in conjunction with NTT Solco, Iwatsu and Witness Systems collaborated on the creation and customization of performance evaluation reports for the company, as well as consulting during the deployment of the eQuality solutions. About NTT Solco NTT Solco was established as NTT Telemarketing in 1986 in order to expand NTT's business opportunities in the telemarketing field. The company's name was changed to NTT Solco in January 2001. The scope of its business includes development of contact centers and their operational consulting, outsourced contact center operations, outsourced staffing and training services. Solco stands for solution and contact, and incorporates the company's goal of providing corporate clients with optimal solutions and creating the ideal level of customer contact. About Iwatsu Electric Iwatsu Electric was established in 1938 as a manufacturer of communications systems. As a pioneer in the field of IT hardware, the company now operates around its core Enterprise Network Solutions (ENS) division, complemented by divisions specializing in IT and electronic reprographic systems. The company meets a broad range of customer needs, from development to production, sales, equipment installation and maintenance. For further information, visit www.iwatsu.co.jp. 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 |
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