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.
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