Witness (NASDAQ:WITS)
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Witness Systems (NASDAQ: WITS), a leading global provider of workforce
optimization software and services, today announced that a regional
healthcare provider has implemented its Impact 360™
Workforce Optimization solution. The organization joins other prominent
companies in the healthcare market that already use Witness Systems’
software for regulatory compliance, quality assurance, workforce
management, training and performance management purposes including
Kaiser Foundation Health Plan of Georgia, Keystone Mercy Health Plan,
Liberty Health, Maximus, Inc., Philips Medical Systems, Tenet Healthcare
Corporation and Tufts Health Plan.
Recognized as a proven leader in delivering managed care for the public
sector, the regional healthcare provider offers a wide range of
healthcare services. During the selection process, a key deciding factor
was Impact 360’s unified software platform,
which draws on a single source for support, service and maintenance –
thereby lowering total cost of ownership.
According to industry experts, healthcare providers in today’s
competitive and highly regulated market are maintaining an emphasis on
capturing the complete customer view including demographics, preferences
and interaction data. Historically, organizations have focused on
implementing reporting tools to gain this type of information. While
this approach does provide optimal efficiency, it does not include the
benefits associated with adding a mix of quality monitoring/full-time
recording and analytics solutions into the organization’s
overall customer service strategy. In doing so, healthcare providers are
better equipped to optimize relationships on a more constant basis.
In deploying a true workforce optimization solution –
quality monitoring, workforce management, eLearning and performance
management – the organization immediately saw
Impact 360’s deep business integrations
across these functions as a core asset. With Impact 360 as the
foundation to how it approaches service delivery and optimizes its
workforce, the healthcare provider is executing on its focus around
delivering high-caliber customer experiences, balancing operating costs
and growing top-line revenue, while collecting, reporting and acting
upon valuable customer feedback and process enhancements to continually
improve operations. The solution also supports its responsibility and
commitment to delivering factual, consistent, timely and quality
healthcare services.
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, call centers and back-office operations –
providing deep insight into workforce performance, customer interactions
and 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 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.