Witness (NASDAQ:WITS)
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Witness Systems (NASDAQ: WITS), a leading global provider of workforce
optimization software and services, today announced that Accor –
one of the world’s largest groups in travel,
tourism and corporate services – received the DM
Review “World Class Solution Award”
for its implementation of Witness Systems’
Impact 360™ workforce
optimization solution. More than 70 entries were evaluated for the
prestigious honor, but only seven were selected in the final round. The
judging was based on how each technology deployment solved a business
challenge, and demonstrated innovation, measurable return on investment
and business benefit.
“DM Review’s
World Class Solutions Award program honors an elite group of companies -
and their solution providers - that are leveraging business intelligence
and data management technology for corporate advantage,”
said Brian Cronin, publisher of DM Review. “Accor’s
implementation of Witness Systems’ Impact 360
is something very different, innovative and significant in the success
of the company.”
To reinforce the company’s commitment to
providing customers with first-class customer service, Accor –
which operates more than 4,000 hotels in 90 countries –
conducted an internal benchmarking study to identify areas for
improvement within the contact center. The initiative took place in Accor’s
Sydney-based Reservation Services Center, where the organization employs
approximately 70 multi-lingual consultants and receives more than 3,000
inbound calls per day from customers making hotel reservations. The
results revealed an inconsistency in the performance evaluation criteria
and training delivered to consultants worldwide. To overcome the
disparity, Accor turned to Witness Systems and its Impact 360 workforce
optimization solution.
Impact 360 now enables Accor the ability to perform voice and data
recording of its agent-customer interactions, providing the hotel group
with deeper insight into the customer experience, as well as the
consultants’ performance. The organization
can also produce custom training content, leveraging its recorded
interactions through the contact editing functionality in Impact 360.
Accor can then automatically assign eLearning, which is then delivered
directly to the desktops of agents based on their quality assessment
scores.
Since implementing the solution, Accor has seen an increase of more than
three points in its sell-to-call conversion ratio, resulting in a 15
percent increase in room nights reserved. In addition to achieving a
level of uniformity across all of its brands, the company has aligned
corporate contact center goals to drive customer loyalty and customer
satisfaction.
“This award demonstrates the real-world value
of Impact 360, and we congratulate Accor on its innovative approach to
contact center management,” said Nancy
Treaster, senior vice president, global marketing for Witness Systems. “More
and more companies are charged with maintaining superior levels of
customer service while also driving revenue and managing costs through
their centers. Witness Systems’ unified
Impact 360 solution allows companies to increase their efficiency and
effectiveness by getting the best possible performance from their
people, processes and technologies.”
About Impact 360
Impact 360 is the market’s most complete
workforce optimization solution, unifying software and services for
quality monitoring, compliance/full-time recording, workforce
management, performance management and eLearning under a framework that
provides a single user interface and centralized administration and
reporting. Operating in traditional, IP and mixed telephony
environments, it maximizes the information flow within enterprises,
businesses and call centers, providing deep insight into workforce
performance, caller interactions and customer service processes, while
driving cost savings, strategic decision-making and competitive
advantage. Impact 360 enhances the customer experience by providing
visibility into a company’s entire customer
service lifecycle – from planning and
establishing goals to scheduling and deploying the appropriate staff;
from measuring and recording their performance to using that information
to investigate and analyze results; and from changing business processes
and goals based on this analysis to honing employee skills to meet those
goals.
About Accor
Accor, European leader in hotels and tourism, global leader in corporate
services, operates in nearly 100 countries with 160,000 employees. It
offers to its individuals and corporate clients nearly 40 years of
expertise in its two core businesses:
Hotels, with the Sofitel, Novotel, Mercure, Suitehotel, Ibis, Red Roof
Inn, Etap Hotel, Formule 1 and Motel 6 brands: over 4,000 hotels and
475,000 rooms in 90 countries, as well as strategically related
activities, such as Lenôtre;
Services to corporate clients and public institutions: 21 million
people in 35 countries benefit from Accor Services products –
meal and food vouchers, people care, incentive and loyalty programs.
For more information on Accor, please visit www.accor.com.
About Witness Systems
Witness Systems (NASDAQ: WITS) is the worldwide leader in software and
services that help businesses capture customer intelligence and optimize
their workforce performance. The company’s
Impact 360™ solution
features quality monitoring, compliance and IP recording, workforce
management, performance management and eLearning. Primarily deployed in
contact centers – as well as the remote,
branch and back offices of global organizations –
the workforce optimization solution captures, analyzes and enables users
to share and act on cross-functional information across the enterprise.
With Impact 360, organizations can improve interactions and the
underlying back-office processes that enhance the customer experience
and build customer loyalty. For more information, visit us at www.witness.com.
Cautionary Note Regarding Forward-looking Statements: Information
in this release that involves expectations, plans, intentions or
strategies regarding the future are forward-looking statements that are
not facts and involve a number of risks and uncertainties. They are
identified by words such as "will," "anticipates," "expects," "intends,"
"plans," "believes," "estimates," and similar expressions and statements
about present trends and conditions that may extend into the future.
These statements are based upon information available to Witness Systems
as of the date of this release, and the company assumes no obligation to
update any such forward-looking statement. Forward-looking statements
believed true when made may ultimately prove to be incorrect. These
statements are not guarantees of future performance and are subject to
risks, uncertainties and other factors, some of which are beyond our
control and may cause actual results to differ materially from our
current expectations. Some of the factors that could cause actual future
results to differ materially from current expectations include the
company's ability to compete successfully in the future; fluctuations
and changes in customer demand and preferences; 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 international sales as the company expands its
markets, including the risks associated with foreign currency exchange
rates; the ability of the company to complete and integrate successfully
the Demos Solutions and Exametric acquisitions and any other
acquisitions or investments it may make; strategy and execution risks
relating to these and other acquisitions and investments; the risk of
management distraction and other consequences that might result from the
review of certain option grants and option granting practices described
in the Current Report on Form 8-K filed by the Company on August 11,
2006 and related developments, 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 Form 10-K for the year ended
December 31, 2005 and its Form 10-Q for the quarter ended March 31,
2006, as filed with the Securities and Exchange Commission.
Witness, Impact 360, Improve Everything and the Witness logo are the
trademarks (registered or otherwise) 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.
Witness Systems (NASDAQ: WITS), a leading global provider of
workforce optimization software and services, today announced that
Accor - one of the world's largest groups in travel, tourism and
corporate services - received the DM Review "World Class Solution
Award" for its implementation of Witness Systems' Impact 360(TM)
workforce optimization solution. More than 70 entries were evaluated
for the prestigious honor, but only seven were selected in the final
round. The judging was based on how each technology deployment solved
a business challenge, and demonstrated innovation, measurable return
on investment and business benefit.
"DM Review's World Class Solutions Award program honors an elite
group of companies - and their solution providers - that are
leveraging business intelligence and data management technology for
corporate advantage," said Brian Cronin, publisher of DM Review.
"Accor's implementation of Witness Systems' Impact 360 is something
very different, innovative and significant in the success of the
company."
To reinforce the company's commitment to providing customers with
first-class customer service, Accor - which operates more than 4,000
hotels in 90 countries - conducted an internal benchmarking study to
identify areas for improvement within the contact center. The
initiative took place in Accor's Sydney-based Reservation Services
Center, where the organization employs approximately 70 multi-lingual
consultants and receives more than 3,000 inbound calls per day from
customers making hotel reservations. The results revealed an
inconsistency in the performance evaluation criteria and training
delivered to consultants worldwide. To overcome the disparity, Accor
turned to Witness Systems and its Impact 360 workforce optimization
solution.
Impact 360 now enables Accor the ability to perform voice and data
recording of its agent-customer interactions, providing the hotel
group with deeper insight into the customer experience, as well as the
consultants' performance. The organization can also produce custom
training content, leveraging its recorded interactions through the
contact editing functionality in Impact 360. Accor can then
automatically assign eLearning, which is then delivered directly to
the desktops of agents based on their quality assessment scores.
Since implementing the solution, Accor has seen an increase of
more than three points in its sell-to-call conversion ratio, resulting
in a 15 percent increase in room nights reserved. In addition to
achieving a level of uniformity across all of its brands, the company
has aligned corporate contact center goals to drive customer loyalty
and customer satisfaction.
"This award demonstrates the real-world value of Impact 360, and
we congratulate Accor on its innovative approach to contact center
management," said Nancy Treaster, senior vice president, global
marketing for Witness Systems. "More and more companies are charged
with maintaining superior levels of customer service while also
driving revenue and managing costs through their centers. Witness
Systems' unified Impact 360 solution allows companies to increase
their efficiency and effectiveness by getting the best possible
performance from their people, processes and technologies."
About Impact 360
Impact 360 is the market's most complete workforce optimization
solution, unifying software and services for quality monitoring,
compliance/full-time recording, workforce management, performance
management and eLearning under a framework that provides a single user
interface and centralized administration and reporting. Operating in
traditional, IP and mixed telephony environments, it maximizes the
information flow within enterprises, businesses and call centers,
providing deep insight into workforce performance, caller interactions
and customer service processes, while driving cost savings, strategic
decision-making and competitive advantage. Impact 360 enhances the
customer experience by providing visibility into a company's entire
customer service lifecycle - from planning and establishing goals to
scheduling and deploying the appropriate staff; from measuring and
recording their performance to using that information to investigate
and analyze results; and from changing business processes and goals
based on this analysis to honing employee skills to meet those goals.
About Accor
Accor, European leader in hotels and tourism, global leader in
corporate services, operates in nearly 100 countries with 160,000
employees. It offers to its individuals and corporate clients nearly
40 years of expertise in its two core businesses:
-- Hotels, with the Sofitel, Novotel, Mercure, Suitehotel, Ibis,
Red Roof Inn, Etap Hotel, Formule 1 and Motel 6 brands: over
4,000 hotels and 475,000 rooms in 90 countries, as well as
strategically related activities, such as Lenotre;
-- Services to corporate clients and public institutions: 21
million people in 35 countries benefit from Accor Services
products - meal and food vouchers, people care, incentive and
loyalty programs.
For more information on Accor, please visit www.accor.com.
About Witness Systems
Witness Systems (NASDAQ: WITS) is the worldwide leader in software
and services that help businesses capture customer intelligence and
optimize their workforce performance. The company's Impact 360(TM)
solution features quality monitoring, compliance and IP recording,
workforce management, performance management and eLearning. Primarily
deployed in contact centers - as well as the remote, branch and back
offices of global organizations - the workforce optimization solution
captures, analyzes and enables users to share and act on
cross-functional information across the enterprise. With Impact 360,
organizations can improve interactions and the underlying back-office
processes that enhance the customer experience and build customer
loyalty. For more information, visit us at www.witness.com.
Cautionary Note Regarding Forward-looking Statements: Information
in this release that involves expectations, plans, intentions or
strategies regarding the future are forward-looking statements that
are not facts and involve a number of risks and uncertainties. They
are identified by words such as "will," "anticipates," "expects,"
"intends," "plans," "believes," "estimates," and similar expressions
and statements about present trends and conditions that may extend
into the future. These statements are based upon information available
to Witness Systems as of the date of this release, and the company
assumes no obligation to update any such forward-looking statement.
Forward-looking statements believed true when made may ultimately
prove to be incorrect. These statements are not guarantees of future
performance and are subject to risks, uncertainties and other factors,
some of which are beyond our control and may cause actual results to
differ materially from our current expectations. Some of the factors
that could cause actual future results to differ materially from
current expectations include the company's ability to compete
successfully in the future; fluctuations and changes in customer
demand and preferences; 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
international sales as the company expands its markets, including the
risks associated with foreign currency exchange rates; the ability of
the company to complete and integrate successfully the Demos Solutions
and Exametric acquisitions and any other acquisitions or investments
it may make; strategy and execution risks relating to these and other
acquisitions and investments; the risk of management distraction and
other consequences that might result from the review of certain option
grants and option granting practices described in the Current Report
on Form 8-K filed by the Company on August 11, 2006 and related
developments, 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 Form 10-K for the year ended
December 31, 2005 and its Form 10-Q for the quarter ended March 31,
2006, as filed with the Securities and Exchange Commission.
Witness, Impact 360, Improve Everything and the Witness logo are
the trademarks (registered or otherwise) 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.