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Investment in Witness Systems' e-Learning software accelerates

  • 12 January, 2005 14:42

<p>- As demand for actionable learning continues to rise, global organisations select eQuality to optimise workforce performance and enhance customer experiences -</p>
<p>Witness Systems (NASDAQ: WITS), a global provider of performance optimisation software and services, today announced increased demand and momentum around its e-learning software solutions. As worldwide organisations continue to make actionable learning and service quality top priorities, the company and its eQuality® solutions are well positioned to support and advance their workforce optimisation goals.</p>
<p>Organisations around the world continue to select Witness Systems’ dynamic learning solutions to optimise performance throughout their agent population. Many are the direct result of companies extending their existing investment in the company’s customer interaction recording and performance analysis software to now include e-learning. Representing the automotive, banking/financial services, cable/telecommunications, consumer services, government, healthcare, hospitality, outsourcing, retail, travel and utility vertical markets, they include such household and well known names as 407-ETR, Adelphia Communications, ATX Technologies,, Best Buy, CareerBuilder, Carlson Marketing Group, CCH Incorporated, Centrica, The Co-Operative Bank, Daimler Chrysler do Brazil, Hilton Reservations Worldwide, Midwest Wireless, NCS Pearson, NetJets, Nissan Motor Acceptance Corporation, Philips Medical Systems, Tenet Patient Financial Services, Toronto Hydro Electric System, Virgin Direct and Wells Fargo.</p>
<p>These companies, and others, are leveraging Witness Systems’ eQuality Producer and/or eQuality Now actionable learning solutions to develop and train their agents, leverage best practice learning, focus on staff retention and enhance service quality. With eQuality, they can drive training and support learning initiatives for both tenured and new hire agents, as well as use the software as means to better align their people, processes and technologies.</p>
<p>Customers - such as Carlson Marketing Group, Hilton Reservations Worldwide and Nissan Motor Acceptance Corporation - also leverage eQuality Producer and eQuality Now to support other criteria in their hiring, training and staff development programs.</p>
<p>At Carlson Marketing Group, clients require the company to rapidly communicate information updates and policy changes to its agents. The company sought technology that would help expedite its training processes and automate the knowledge transfer that was being conducted in a traditional classroom setting. “Training is a critical part of our operations, and we needed a solution that would allow us to develop learning for our agents that was customised to our specific clients’ businesses,” explained Lisa Courteau, senior operations manager for Carlson Marketing Group. “Pulling agents off the phone to take training courses is often impractical and time intensive. By deploying eQuality Producer, we are able to create training clips using best practice customer interactions, distribute the clips to agents electronically, and assess the agents’ uptake of the knowledge transfer without the complexity of conducting multiple classroom sessions.”</p>
<p>“The Co-operative Bank recognises the importance of providing agents with best practice scenarios to help them master specific skills in a timely manner, which led to the selection of Witness Systems’ eQuality Producer,” said David Robinson, customer service manager for business learning and development for The Co-Operative Bank. “Using the solution, we are able to rapidly create customised learning that’s unique to our business and that more effectively targets the skills our agents need to provide excellent customer service.”</p>
<p>About eQuality Producer and eQuality Now
eQuality Producer leverages the real-life scenarios that agents encounter on a daily basis to create company-specific learning content. Using the solution, organisations can address skill deficiencies with e-learning based on actual recorded customer interactions, eliminating the time-consuming hassles of expensive courseware development. eQuality Now serves as an integrated, electronic, actionable learning solution that personalises and automates online agent training. It optimises workforce performance by identifying, scheduling and delivering online learning directly to agents’ desktops, based on skill gaps identified through their performance evaluations to enhance skills, increase retention and optimise customer relationships.</p>
<p>For more information:
Alba Oni
Witness Systems
+61 2 8907 0320</p>
<p>David Matthews
Porter Novelli
+61 2 9463 7600</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, increase revenue, reduce costs, and achieve greater customer retention and loyalty. An integrated business consulting, implementation and training methodology enables organisations to maximise their return on investment. For additional information about Witness Systems and its eQuality software suite, visit</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 quarterly report on Form 10-Q for the period ending September 30, 2004, 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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