Witness (NASDAQ:WITS)
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Witness Systems (NASDAQ: WITS), a leading global provider of workforce
optimization software and services, today announced that USANA Health
Sciences, Inc. – a leader in the development
and distribution of health and nutritional products –
has reported measurable results based on its initial use of Witness
Systems’ software, as well as through its
recent upgrade to the Impact 360™
Workforce Management solution.
With a focus on developing and providing the highest quality,
science-based health solutions, USANA does business through its broad,
global network of independent associates that distribute and sell its
nutritional supplements, skin care and personal care products. To
support its customers and distribution network, it operates several
contact centers – including those in Salt Lake
City and Tooele, Utah, where agents provide customer service in eight
different languages.
USANA originally implemented Witness Systems’
workforce management software to automate, streamline and better manage
the process of building staff schedules to meet customer and distributor
demands. Because a large percentage of its agents are students from
local colleges and universities, the company creates work schedules that
take its agents’ class schedules into account.
Immediate results revealed the ability to forecast accurately based on
trends and improve morale and retention among the company’s
workforce with more equitable schedules, including time off. By reducing
the amount of time spent on scheduling, USANA reports that Impact 360
has introduced a cultural change in its operations. The solution also
has yielded new-found efficiencies for supervisors in the areas of
monitoring adherence and handle times, as well as such high value
activities as coaching staff.
“As an organization focused on providing the
gold standard in customer service, Witness Systems’
solutions have had a definite impact in streamlining our contact center
operations – enabling a more efficient
scheduling and forecasting environment for supervisors and agents alike,”
says Georgiann Hernandez, workforce administrator, USANA Health Sciences.
Recently, USANA moved from an earlier version of Witness Systems’
software to one of its packaged Impact 360 Workforce Management
solutions, which includes scorecard functionality. Its initial use of
Witness Systems’ software identified the
ability to handle 23 percent more calls per week. USANA has since
improved that metric to 26 percent more calls per week. Staff morale and
retention are also higher. Further, Impact 360 has had a positive impact
on service levels, with USANA experiencing an eight percent increase,
along with the ability to enjoy the benefits of centralized forecasting
and scheduling across its various contact center locations.
Adherence to schedule is another area in which USANA has experienced
measured results. Explains Hernandez, supervisors can monitor adherence
in real time through their browser. Customized event codes enable them
to know exactly how time is being spent — a
particularly useful feature in the Salt Lake City center, where agents
periodically assist other departments with various functions, such as
translations. “Depending on the project, we
can track the hours of the department we’re
helping and eventually bill back the time spent in support of their
various activities.” Hernandez adds, “This
gives management a clear picture of the scope of services being
performed both inside and outside our contact centers –
providing an additional view into the value our agents deliver to the
bottom line.”
About USANA
USANA develops and manufactures high quality nutritionals, personal care
and weight management products that are sold directly to Preferred
Customers and Associates throughout the United States, Canada,
Australia, New Zealand, Hong Kong, Japan, Taiwan, South Korea,
Singapore, Mexico, Malaysia, the Netherlands, and the United Kingdom.
More information on USANA can be found at www.usana.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, eLearning and customer feedback.
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 risks associated with new
product introductions and customer acceptance of those products; 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/A for the year
ended December 31, 2005 and its Form 10-Q for the quarter ended
September 30, 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.