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Witness Systems Extends Call Visualisation Capabilities Within Its eQuality Workforce Optimisation Software Suite

  • 17 May, 2004 12:06

<p>New integration helps companies visualise their database of customer call characteristics and replay recorded interactions to identify trends and patterns</p>
<p>SYDNEY (May 17, 2004) - Witness Systems, a global provider of performance optimisation software and services, today announced new integration that helps contact centre management search through customer interactions to spot trends, patterns and anomalies that will provide sales and service directors with valuable insight into the effectiveness of their operations. By visually representing the key call attributes that the eQuality software automatically collects from all customer interactions - regardless of whether an organisation records all or only selective contacts - users can rapidly identify individual or groups of customer interactions for further analysis.</p>
<p>The new integration between the company’s eQuality Balance (business-driven, multimedia customer interaction recording) and eQuality Vision (call visualisation) applications enables users to access and analyse all customer call attributes adding quality monitoring to the existing high-volume, compliance recording integration. As a result, forward-thinking companies can rapidly search through customer interactions to identify specific groups of calls from a database of thousands - and then apply powerful data visualisation and analysis on those interactions and their attributes.</p>
<p>The eQuality Balance customer interaction recording solution can trigger recording and capture specified contact types based on business rules that users pre-define as most critical to their operating performance - such as contacts involving key customers, new marketing campaigns, specific products and select agents. The software also captures and retains all call attributes - regardless of whether 100 percent of interactions are actually being recorded - making the integrated offering a valuable tool for a broad range of users, including quality assurance leaders, contact centre supervisors and customer service executives.</p>
<p>Because the eQuality software retains all call characteristics - from standard holds and transfers to custom attributes like customer, campaign and product IDs - users can perform detailed analysis and trending. For example, a supervisor reviewing team performance in real-time might wish to identify which team members are responsible for a rise in the volume of transfers, and more importantly, understand the reason behind it. A customer service director concerned about first call resolution might be interested in reviewing repeat calls from the same customers to understand the “root causes” driving those contacts. A sales director might be interested in identifying interactions that resulted in an upsell, looking for particularly successful agents, customer groups, special offers/campaigns, or even specific timeframes that more noticeably support that trend.</p>
<p>eQuality Vision provides a data visualisation overview of calls with an easy-to-use interface that displays multiple interactions as coloured blocks whose length represents the duration of the call. Using the call attributes collected from 100 percent of customer interaction activity, users can then colour code calls based on particular business conditions. This makes it easy to spot the interactions that exhibit particular characteristics to determine whether they match specific agent performance or particular call types/attributes, such as the number of holds, transfers, and sales or complaints. Users can easily adjust the parameters to narrow searches and follow particular lines of investigation, before ultimately replaying customer interactions. The solution identifies call attributes automatically, providing insight into opportunities for improving contact centre efficiency and effectiveness.</p>
<p>Specifications
The new integration between eQuality Vision and eQuality Balance is available now. In addition to its integration with eQuality Balance, the eQuality Vision solution works in tandem with eQuality ContactStore for 100 percent telephony recording and eQuality ContactStore for IP for full recording in Voice over Internet Protocol (VoIP) environments.</p>
<p>For More Information
Alba Oni
Witness Systems
(02) 8907 0320
aoni@witness.com</p>
<p>David Matthews
Porter Novelli
(02) 9463 7600
dmatthews@porternovelli.com.au</p>
<p>About Witness Systems
Witness Systems (NASDAQ: WITS) provides the contact centre industry’s first integrated performance optimisation software suite to help global enterprises capture customer intelligence and optimise workforce performance. The browser-based eQuality software is comprised of compliance, high-volume and business-driven recording solutions for customer contact centres and IP telephony, as well as performance analysis and e-learning applications. The closed-loop suite enables companies to capture and retrieve, learn and train, and report and analyse customer interactions and back office transactions to develop staff, generate revenue, reduce costs, and achieve greater customer retention and loyalty. An integrated business consulting, implementation and training methodology provides services to support an effective, rapid deployment of eQuality that enables organisations to maximise their return on investment. For additional information about Witness Systems and its eQuality software suite, visit www.witness.com.</p>
<p>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 characterises 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 Annual Report on Form 10-K for the fiscal year ended December 31, 2003, and any other reports filed from time to time with the Securities and Exchange Commission.</p>
<p>Witness, eQuality and the Witness logo are United States registered trademarks 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.</p>
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