Witness (NASDAQ:WITS)
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Scicom (MSC) Berhad, a leading business process
outsourcing (BPO) specialist, announced today that the implementation
of a call recording and quality monitoring solution from Witness
Systems has delivered significant benefits to its bottom line and
assisted the company in delivering on its "Total Customer Delight"
imperative. Witness Systems (NASDAQ: WITS) is a leading global
provider of workforce optimization software and services.
Based in Malaysia with offices in India and the US, Scicom is one
of the largest employers in the contact center outsourcing industry in
Malaysia. The group manages contact centers and related back-office
functions in the Asia Pacific region for global multinationals in the
mobile handset, airline, gaming, telecommunications, oil and gas, and
IT hardware industries. With multiple contact centers in Asia, the
company handles interactions from 35 countries globally in 24
languages, as well as English language support for the UK, Australian,
and US markets. Scicom's corporate motto is "Total Customer Delight" -
a pledge to its clients that it will provide a consistently high level
of service and ensure their customers' satisfaction.
"Our relationship with Witness Systems has proved invaluable to
our success," says Leo Ariyanayakam, Chief Executive Officer of
Scicom. "As a leader in offshore business process outsourcing, we rely
on Witness Systems to help us deliver on our 'total customer delight'
imperative. The Witness Systems solution is reliable, easy to use and
allows us to reduce costs and improve operations. Overall, this
enables us to gain an edge in an industry known for its
competitiveness."
Ariyanayakam has always looked to technology as the enabler of
competitive advantage and future growth. The company turned to Witness
Systems for a solution that would also enable it to roll out a
comprehensive quality monitoring program. The objective was to gain
visibility into its customer service processes, enable more effective
training of agents, and optimize the overall customer experience.
"Our selection of the Witness Systems call recording and quality
monitoring solution was based on the company's solid reputation for
quality, reliability and service," adds Ariyanayakam. "Because so many
of our clients are global organizations, we needed to partner with a
recognized and highly-visible company, whose solutions we could trust.
Being able to tell our clients that we use market-leading technology
is important to our long-term success."
Recording and quality monitoring drive efficiencies, deliver
intelligence
Following a thorough evaluation period, Scicom selected Witness
Systems' full-time call recording with quality monitoring solution for
its 1,400 agents. The system allows Scicom to reliably capture all
customer interactions, and retrieve and evaluate them as required. The
phone conversations can be searched and retrieved using a variety of
selection criteria. This information helps Scicom ensure that agent
performance is consistently monitored and improved, service processes
are maximized, and customer satisfaction is optimized.
Ariyanayakam explains, "Witness Systems allows us to gain a better
understanding of our customers and the interactions we have with them.
By recording and storing calls, the right people in the organization
can review and act on this customer intelligence. Put simply, the
Witness Systems solution enables us to make more insightful business
decisions and serve our customers more effectively."
Benefits in training processes
Today, every call received within Scicom's customer contact
centers is recorded and stored. This is particularly beneficial from a
training perspective. As part of the organization's training program,
agents are audited several times a month. This information is used to
review staff performance and allocate individual quality scores. Based
on these scores, agents are provided with necessary follow-up
training, which can include reviewing best-practice calls selected
from the recordings. Quality scores are also used to determine
quarterly bonuses.
Additionally, the software is leveraged for new hire training.
This allows for a more hands-on, practical approach to the induction
of new agents. Says Ariyanayakam, "Witness Systems forms the backbone
of our entire training program. It provides a development framework
for our staff and ensures they become more effective in their calls."
Complaint resolution simplified
Because every call is recorded and can be reviewed on demand, the
process of managing customer complaints is also simplified. For
example, if a customer is unhappy with his or her Scicom experience
over the phone, the appropriate manager can review the call and
provide objective feedback to the agent involved. This allows Scicom
to more effectively handle customer issues, maximize opportunities for
resolution, and take steps where possible to avoid similar incidents
in the future.
Ariyanayakam explains, "Both our organization and our customers
benefit from the ability to review calls in this way. The Witness
Systems solution allows us to reduce complaints and minimize disputes,
because agent performance can be quickly modified where necessary. It
also takes the guesswork out of interacting with customers, because we
can virtually relive the experience they had."
Return on Investment Realized
The solution is delivering significant benefits to Scicom's bottom
line. A key saving is in supervisor time and efficiency. Ariyanayakam
says, "Without Witness Systems, we would need to have supervisors
listen to calls in real-time. As you can imagine, this is an extremely
expensive and largely manual process. Witness Systems allows us
to automate and streamline this process resulting in significant
reduction in operational costs for Scicom."
Ariyanayakam also points to the software as the driver of further
savings, particularly in reducing call time. "As a result of the
quality monitoring and training program, we have reduced call time
with more efficient and effective handling of queries. Using Witness
Systems' technology, we are able to benefit from continual process
improvements in terms of call time, service quality and customer
satisfaction," he adds.
Looking to the Future
Leveraging software from Witness Systems, Scicom has positioned
quality as the cornerstone of its business. By maximizing the
effectiveness of every customer interaction it has achieved
consistently improved business performance.
Ariyanayakam attributes an element of Scicom's success to its
collaborative partnership with Witness Systems. "We simply wouldn't be
able to conduct our business as effectively without Witness Systems,"
he says. "It would be difficult for us to function without full-time
call recording and quality monitoring in place, and with Witness
Systems we have enjoyed reliability and ease-of-use, along with
optimized business processes and bottom-line savings."
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 e-learning. 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 Witness Systems' 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 "anticipates,"
"expects," "intends," "plans," "believes," "estimates," and similar
expressions. 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 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 international sales as the company
expands its markets, including the risks associated with foreign
currency fluctuations; the ability of the company to complete and
integrate successfully any acquisitions or investments it may make;
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 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. Additional risks that
could cause actual future results to differ materially from current
expectations include 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.
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.