Provider pre-packages contact center quality monitoring and workforce management solutions with performance management, learning capabilities
Atlanta — April 4, 2005 — Witness Systems, a provider of workforce optimization software and services, today unveiled a solution for optimizing workforce performance for the contact center industry. The solution is designed to help companies manage their personnel effectively, as well as capitalize on the information captured through customer interactions, Witness said.
The workforce optimization solutions feature four functional areas that will be engineered to work optimally together: quality monitoring/contact center recording, workforce management, performance management and e-learning. While certain capabilities can be deployed independently, Witness Systems also combined functions to create pre-packaged solutions.
Witness Systems claimed that by combining learning and performance management with the workforce optimization anchors of quality monitoring and workforce management it has redefined two of the contact center industry's most promising segments and provided customers with an entry point to a complete workforce optimization solution.
"There is no question that by improving workforce performance and capturing customer intelligence, especially in the contact center, organizations have an opportunity to leverage technology for performance improvement, customer satisfaction and competitive advantage," commented Nick Discombe, president and chief operating officer of Witness Systems.
Organizations can use the technology solutions and services to capture customer intelligence, optimize the customer experience, increase customer satisfaction, improve customer retention, achieve customer loyalty and seize revenue growth opportunities, Discombe said.
Witness Systems has outlined several trends that underscore how focusing on optimizing workforce performance will enable companies to take advantage of changing global business conditions, including the move from Time Division Multiplexing (TDM) to Voice over Internet Protocol (VoIP) infrastructures, the shift toward remote agents and virtual contact center models, changes in hiring and training practices, and the move to workforce optimization in the contact center and enterprise.