Witness (NASDAQ:WITS)
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Witness Systems (NADASQ: WITS), a leading global provider of workforce
optimization software and services, today announced that its enhanced,
structured services methodology is providing contact center, branch and
back-office enterprise operations with a proven framework for getting
maximum value from their unified Impact 360™
workforce optimization (WFO) software.
Typically, software implementations are characterized by escalating
budgets, project overruns and often unmet expectations. The Witness
Services Network instead offers the successful delivery of customer
support services through its experienced team of technology and business
professionals. Its structured, yet flexible, implementation approach
enables customers to gain maximum benefit by making full use of the
powerful capabilities and business integrations uniquely offered through
Impact 360. By aligning business strategies, group and organization
goals, and metrics to optimize operational efficiency, the
implementation of Impact 360 accelerates time-to-use and demonstrates
true business value as customers deploy the software solutions.
With its proven methodology, single and multi-site organizations report
measurable advances and rapid time to production –
allowing them to get the most from their software investments and
providing a pathway to extended WFO functionality and processes for
further optimizing their workforces. The Witness Services Network offers
an extensive array of documentation, implementation, information and
project management tools that focus on mapping Impact 360 to contact
center and enterprise business drivers and processes. The methodology
provides templates designed for WFO and such major functional areas as
customer surveys, and forecasting and scheduling, as well as processes
related to training, quality assurance, reporting and other parts of the
customer service value chain. This framework enables a customer-centric
business strategy by which companies can enhance flexibility and
responsiveness, break down barriers between functional departments and
streamline processes.
“Customers receive maximum business value
throughout the process based on our effective tuning and business
consultation that’s available during every
step in the process,” said Phil Dawes, senior
vice president, global operations, Witness Systems. “Our
approach to services has always allowed customers to plan ahead for
systems deployment and enhancement, learn and apply best practices for
operating and maintaining Impact 360 software, and refine and/or
calibrate solutions to achieve extended business value. Furthering the
methodology enables them to better align internal resources
appropriately and provides a wide range of services that focus
specifically on people, processes and technology –
helping build competitive advantage and support workforce optimization
business processes.”
Customers Achieve Benefits with Enhanced Services Metholology
A customer service management provider recently worked with the Witness
Services Network during its implementation of Impact 360 Workforce
Optimization across six international sites. The company had an urgency
to get the solution up and running to meet the needs of a large client.
Creating a successful environment for all, Witness Systems provided a
smooth transition across multiple sites from sales to services to
support, allowing the customer to experience the real impact of its
software investment from the beginning.
In the case of another customer, a leading pharmaceutical company,
implementing Impact 360 Workforce Optimization across its multi-site
operations has proved to be a methodical process. The company reports
that the Witness Services Network’s approach
to implementation enabled it to get its multiple sites into production
quickly and successfully. After extending its deployment to leverage the
benefits associated with the unified Impact 360 workforce optimization
platform, the company says that Witness Systems’
technology helped improve its overall quality in dispensing pharmacies
and call centers across the country. It reinforces that there is no room
for error in the pharmaceutical industry and that is the very reason it
relies on Witness Systems. Using Impact 360, it can effectively track
order entry accuracy and identify potential issues early in the
prescription dispensing process.
For more information about the Witness Services Network, please visit www.witness.com,
call 1.888.3.WITNESS or 770.754.1900.
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, eLearning and customer feedback. 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; the risks
associated with new product introductions and customer acceptance of
those products; fluctuations and changes in customer demand and
preferences; the rapid technological change characteristic of the
company's markets; the company's ability to manage its growth; the
ability of the company to complete and integrate successfully any
acquisitions or investments it may make; strategy and execution risks
relating to acquisitions and investments; the timing of orders; the
risks associated with international sales as the company expands its
markets, including the risks associated with foreign currency exchange
rates; the successful completion of the acquisition by Verint Systems
Inc.; 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, 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.