Witness (NASDAQ:WITS)
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Witness Systems (NASDAQ: WITS), a leading global provider of workforce
optimisation software and services, today announced that Littlewoods
Shop Direct Group, the UK’s leading home
shopping and online retailer, has deployed its Impact 360™
Advanced Workforce Management solution, along with its Impact 360
Strategic Planning functionality.
Littlewoods Shop Direct Group uses the technology –
which includes forecasting and scheduling, adherence, scorecards, time
off management and lesson management, along with strategic planning –
to manage 3,000 agent seats at its contact centre subsidiary Optimum
Contact Centre Solutions, created as a result of the recent merger of
the Littlewoods and Shop Direct business lines. Optimum Contact Centre
Solutions handles both the inbound and outbound telephone sales and
customer service functions of the Littlewoods Shop Direct Group business.
Following an extensive review of solutions on the market, Littlewoods
Shop Direct Group selected Impact 360 Workforce Management and Impact
360 Strategic Planning to meet operational and strategic business
requirements. With Littlewoods’ sales
exceeding £2.1 billion annually, Witness
Systems’ solution helps ensure customer
service is optimised by accurately matching resources, projected
customer demand and the number of agents scheduled.
Vicky Jenkins, Customer Services Director for Littlewoods, comments: “We
are an organisation that strives to put our customers first. We
distribute over nine million catalogues every year –
containing more than 70,000 fashion and footwear, and home and leisure
lines – mailed by our Home Shopping brands.
After an extensive review of workforce management offerings on the
market, it was clear that Impact 360 Workforce Management is able to
provide us with the flexibility we need to match available agents to
customer demand and make us fit for purpose.”
Chris Manton-Jones, Vice President EMEA at Witness Systems adds: “With
Impact 360 Workforce Management, organisations –
such as Littlewoods – can reduce costs by
staffing appropriately to meet workload, drive business growth, and
improve employee effectiveness and retention. The solution helps
increase both agent and customer satisfaction by creating flexible shift
patterns that suit employees, while ensuring that predicted customer
demands are met.”
About Impact 360
Impact 360 Workforce Management is part of the Impact 360 Workforce
Optimisation solution from Witness Systems. As the market’s
most complete workforce optimisation solution, it unifies software and
services for quality monitoring/full-time recording, workforce
management, performance management and eLearning under a flexible,
open-systems architecture that features a single user interface, along
with centralised administration and reporting. Operating in TDM, IP and
mixed telephony environments, Impact 360 maximises the information flow
within enterprises, businesses and call centres, providing deep insight
into workforce performance, caller interactions and customer service
processes, while driving cost savings, strategic decision-making and
competitive advantage.
About Littlewoods
On 1 November 2005, Littlewoods Home Shopping Limited changed its name
to Littlewoods Shop Direct Home Shopping Limited. Its new
state-of-the-art registered head office, Skyways House, is situated in
Speke, South Liverpool and it also has offices in central Liverpool and
Manchester. The company has annual sales reaching in excess of £2.1
billion. It services 12 leading brands through a network of sort
centres, depots and distribution centres; customer contact centres, a
dedicated financial services provider; state-of-the-art warehousing and
returns facilities; document management and data services and a
dedicated sourcing facility working out of offices in the Far East. For
more information please visit: www.littlewoods.co.uk
and www.lwsdg.co.uk.
About Witness Systems
Witness Systems (NASDAQ: WITS) is the worldwide leader in software and
services that help businesses capture customer intelligence and optimise
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 centres – as well as the remote,
branch and back offices of global organisations –
the workforce optimisation solution captures, analyses and enables users
to share and act on cross-functional information across the enterprise.
With Impact 360, organisations 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
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
any acquisitions or investments it may make; the ability of the company
to compete successfully in the future; 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.