Witness (NASDAQ:WITS)
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Witness Systems (NASDAQ: WITS), a leading global provider of workforce
optimization software and services, today announced the addition of
customer feedback management capabilities to its market-leading Impact
360™ Workforce
Optimization solution. With this new solution, organizations can capture
customer intelligence and benefit from direct, first-hand customer
feedback leveraging the software’s advanced,
scalable phone (IVR), Web and email survey solution.
With customer feedback management, companies can collect, report and
incorporate customer-driven information, performance data and
satisfaction level metrics based on the specific people, products and
processes that impact the customer experience. The solution provides
users with access to a 100 percent Web-based, scalable, self-configuring
system; enables unlimited surveying across any communications channel or
customer contact; provides the ability to link survey results and
customer feedback directly to call recordings; and delivers advanced
research analytics across all customer contact channels –
including IVR, phone, Web, e-mail and chat.
“Witness Systems can now offer a unique
combination of capabilities that allow contact center and other managers
throughout the enterprise to correlate the measurement of internal key
performance indicators with real and unbiased customer satisfaction
ratings,” says Ken Landoline, senior analyst,
Yankee Group.
Recognized as one of the leading hotel and leisure companies in the
world, Starwood Hotels & Resorts Worldwide uses customer feedback
management as the foundation for its customer experience initiative in
their Contact Centers. The centers receive as many as 14,000 surveys a
day, providing sound validity on what customers think about their
associates and the service they provide. The real-time analytics from
the customer feedback solution are tied to measurable returns for the
company.
Witness Systems’ customer feedback management
capabilities enable organizations to capitalize on “the
voice of the customer” to:
Acquire valuable, actionable customer intelligence
Achieve new levels of customer satisfaction
Advance agent skills and service levels
Establish new standards in workforce performance
Ensure product/service satisfaction by leveraging customer
feedback to advance offerings
Deliver a consistent, quality customer experience –
building loyalty, confidence and repeat business
“With customer feedback management, our
customers are now able to purchase a single, scalable phone (IVR), Web
and e-mail survey system from us as part of their Impact 360 Workforce
Optimization solution,” explains Nancy
Treaster, senior vice president, global marketing for Witness Systems. “Census-level
customer feedback is a strategic and important component of WFO, and
uniquely integrates the ‘voice of the customer’
into how companies optimize performance, both within the contact center
and throughout the broader enterprise.”
Calibrating Customer Satisfaction with Company Satisfaction Metrics
With the addition of Impact 360’s customer
feedback management software, organizations can move outside traditional
measures that track success based on internally established metrics, by
enabling them to go a step further with direct customer perspective. In
the past, information that reports the “voice
of the customer” has been difficult to track
and analyze. Couple that with the fact that most companies have very
different internal perceptions of where they stand on the service
spectrum when compared with their customers’
actual experiences.
According to research, more than two-thirds of all customer interactions
are relevant for feedback and greater than half of a company’s
customers will consistently provide feedback on initiated interactions
if the survey is in context, intelligent and a part of a single process.
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 actual customer feedback
to honing employee skills to meet those goals. Now, with the addition of
customer feedback, companies can gain valuable “outside
in” customer perspective through the solution’s
survey capabilities tied directly to all customer interactions. By
capturing and analyzing the voice of the customer at all levels, they
can accurately measure true customer loyalty, validate and understand
drivers of satisfaction, and identify detailed areas of opportunity and
improvement in real-time.
Witness Systems’ new customer survey software
is generally available today.
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 and eLearning. 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 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
acquisitions or investments it may make; strategy and execution risks
relating to these and other acquisitions and investments; 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.
Witness Systems (NASDAQ: WITS), a leading global provider of
workforce optimization software and services, today announced the
addition of customer feedback management capabilities to its
market-leading Impact 360(TM) Workforce Optimization solution. With
this new solution, organizations can capture customer intelligence and
benefit from direct, first-hand customer feedback leveraging the
software's advanced, scalable phone (IVR), Web and email survey
solution.
With customer feedback management, companies can collect, report
and incorporate customer-driven information, performance data and
satisfaction level metrics based on the specific people, products and
processes that impact the customer experience. The solution provides
users with access to a 100 percent Web-based, scalable,
self-configuring system; enables unlimited surveying across any
communications channel or customer contact; provides the ability to
link survey results and customer feedback directly to call recordings;
and delivers advanced research analytics across all customer contact
channels - including IVR, phone, Web, e-mail and chat.
"Witness Systems can now offer a unique combination of
capabilities that allow contact center and other managers throughout
the enterprise to correlate the measurement of internal key
performance indicators with real and unbiased customer satisfaction
ratings," says Ken Landoline, senior analyst, Yankee Group.
Recognized as one of the leading hotel and leisure companies in
the world, Starwood Hotels & Resorts Worldwide uses customer feedback
management as the foundation for its customer experience initiative in
their Contact Centers. The centers receive as many as 14,000 surveys a
day, providing sound validity on what customers think about their
associates and the service they provide. The real-time analytics from
the customer feedback solution are tied to measurable returns for the
company.
Witness Systems' customer feedback management capabilities enable
organizations to capitalize on "the voice of the customer" to:
-- Acquire valuable, actionable customer intelligence
-- Achieve new levels of customer satisfaction
-- Advance agent skills and service levels
-- Establish new standards in workforce performance
-- Ensure product/service satisfaction by leveraging customer
feedback to advance offerings
-- Deliver a consistent, quality customer experience - building
loyalty, confidence and repeat business
"With customer feedback management, our customers are now able to
purchase a single, scalable phone (IVR), Web and e-mail survey system
from us as part of their Impact 360 Workforce Optimization solution,"
explains Nancy Treaster, senior vice president, global marketing for
Witness Systems. "Census-level customer feedback is a strategic and
important component of WFO, and uniquely integrates the 'voice of the
customer' into how companies optimize performance, both within the
contact center and throughout the broader enterprise."
Calibrating Customer Satisfaction with Company Satisfaction
Metrics
With the addition of Impact 360's customer feedback management
software, organizations can move outside traditional measures that
track success based on internally established metrics, by enabling
them to go a step further with direct customer perspective. In the
past, information that reports the "voice of the customer" has been
difficult to track and analyze. Couple that with the fact that most
companies have very different internal perceptions of where they stand
on the service spectrum when compared with their customers' actual
experiences.
According to research, more than two-thirds of all customer
interactions are relevant for feedback and greater than half of a
company's customers will consistently provide feedback on initiated
interactions if the survey is in context, intelligent and a part of a
single process.
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 actual customer
feedback to honing employee skills to meet those goals. Now, with the
addition of customer feedback, companies can gain valuable "outside
in" customer perspective through the solution's survey capabilities
tied directly to all customer interactions. By capturing and analyzing
the voice of the customer at all levels, they can accurately measure
true customer loyalty, validate and understand drivers of
satisfaction, and identify detailed areas of opportunity and
improvement in real-time.
Witness Systems' new customer survey software is generally
available today.
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 eLearning. 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 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 acquisitions or
investments it may make; strategy and execution risks relating to
these and other acquisitions and investments; 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.