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AXA Belgium Maintains Quality and Customer Focus with eQuality Software from Witness SystemsLeading Insurance Provider Leverages Customer Interaction Recording and Performance Evaluation Solutions to Heighten Customer Satisfaction and LoyaltyHILVERSUM, Netherlands & ATLANTA--(BUSINESS WIRE)--Nov. 6, 2002-- Witness Systems (NASDAQ: WITS - News), a leading global provider of performance optimization software and services, today announced that AXA Belgium, a division of the AXA Group known for its global expertise in financial protection and wealth management, has equipped its Brussels-based customer interaction center with the eQuality® software. The company uses eQuality to assess the performance of its customer sales/service representatives (CSRs), respond to training and development needs, and ensure consistent, quality customer experiences. AXA Group also has plans to deploy the software in its Antwerp-based call center, which supports banking operations. AXA Belgium's Brussels-based contact center, which is staffed by 100 CSRs who assist clients with insurance policies and claims, processes approximately 200,000 customer interactions per year. Using the automated eQuality Balance voice and data recording solution, AXA Belgium captures agent-customer conversations, as well as the corresponding activities taking place at the agents' desktops - such as data entry, screen navigation and use of internal information systems. Then by leveraging eQuality Evaluation, the corresponding online agent performance evaluation solution, AXA Belgium is able to determine staff training and development needs. Synchronizing the voice and data components of captured customer interactions for review at a later time enables contact center management to observe and evaluate service delivery for a complete quality assessment. In addition to using eQuality for training and development, AXA Belgium uses the software for sales verification purposes. "We've embraced quality since the start of our business here because we recognize that our contact center provides the direct link between AXA Belgium and our clients and business partners," said Luc De Veen, manager of operational support for AXA Belgium. "Today, eQuality serves as the foundation of our quality assurance program based on its role as an excellent coaching and training tool. Not only does it help us ensure our staff has a thorough knowledge of the complexities inherent to the insurance business, it also allows us to deliver the effective service that our customers need and expect." The coaching and feedback facilitated by eQuality has enabled AXA Belgium to increase its agents' readiness for interacting with clients and helped build their confidence in managing complex interactions. "eQuality has become part of our culture. Our agents appreciate the opportunity to receive precise feedback based on the review of real-life scenarios because it helps them better respond to future customer inquiries," De Veen added. "Further, from a management perspective, we've found that the solution provides valuable insight into the effectiveness of the business processes we've established, as well as our staff's ability to fully leverage the technology resources at their fingertips." About AXA Belgium In Belgium, AXA is very active in the domain of financial protection: insurance, savings, care and investments. AXA is the leading damage insurer and the second largest life insurer in Belgium. AXA Bank is the fifth largest bank. The AXA group in Belgium serves three million customers and has a workforce of 6,000 employees. 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 EMEA, dial +31 (0) 35 646 2621 for the Netherlands and +44 (0) 118 936 7100 for 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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