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Enhanced Analysis and Reporting Software from Witness Systems Helps Contact Centre Management Assess Enterprise Performance

  • 03 November, 2004 15:19

<p>- Centralised quality assurance and performance management staff benefit from enterprise view into sales, service and overall performance -</p>
<p>Witness Systems (NASDAQ: WITS), a global provider of performance optimisation software and services, today announced enhanced enterprise reporting and drill-down analysis functionality to its eQuality® software. Architected and presented within a new user interface, which features native portal technology that serves as the standard for the company’s application suite, the new functionality offers pre-defined scorecards and a full range of standard reports.</p>
<p>Pre-defined key performance indicators (KPIs) provide at-a-glance scorecards with consolidated results, from which users can drill down for more specific performance data. Centralised reporting allows contact centre management to gain an enterprise view of performance, by analysing evaluation results for specific call centre sites or all sites combined, whether in one country or located around the globe. Using the native portal-based interface, users have anytime, anywhere access to review and compare actual, historical and trend data from across the organisation to assist in the process of performance improvement and optimisation.</p>
<p>“Global 2000 companies require a scorecard and reporting solution capable of accessing information assets from every contact centre in the enterprise, as well as a solution that supports wide-scale deployment. The extended eQuality Enterprise Reporting functionality allows our customers to benefit from both contact centre site and consolidated enterprise views of performance,” explained John Bourne, senior vice president of product management for Witness Systems. “In this way, they can leverage an extensible reporting and analysis solution that offers a central, enterprise view of contact centre reports. It represents a quick and easy entry point to performance management that serves as a foundation for our full analytical product offering - another example of providing pragmatic solutions for real business problems.”</p>
<p>Enterprise Reporting includes two types of pre-defined scorecards designed to provide performance data about the quality management system at both the agent and manager level. Each has pre-built KPIs that are aligned with the data collected by eQuality. Within the scorecard, business goals are set to establish the desired level of performance for each KPI. Using eQuality, users can compare and analyse the gaps between actual KPI values and established thresholds for performance to determine success and effectiveness.</p>
<p>eQuality, with its enhanced enterprise reporting and drill-down analysis functionality, is quick and easy to install. It can be completely implemented and fully operational, delivering performance management results with a consolidated view of the enterprise, in a matter of days. A simplified data-mart removes the complexities in the call centre analytics set-up process, in which data comes together from a myriad of sources and often requires custom work from the end user.</p>
<p>Central Data-Mart Provides Aggregated View of Performance
Witness Systems’ Enterprise Reporting extracts, transfers and consolidates relevant performance management data into a data-mart, providing users with a centralised source for the dashboards and standard reports that detail the activity and performance of each site and the enterprise as a whole. This enables companies to discover best practices and drive consistent customer experiences across an organisation’s contact centres.</p>
<p>For example, eQuality users can view aggregated evaluation scores for “objection handling skills” and quickly see where they are falling below expectations. Many companies watch objection handling skills closely as an early indicator to poor cross-selling results. By simply clicking on the investigation tab, the software reveals that the objection handling skills are well below goal at one particular contact centre site, and well above goal at another. The user can then make best practice training recommendations between sites, coordinating performance optimisation enterprise-wide.</p>
<p>The eQuality software’s pre-defined analysis data-mart includes, for example, core recording information pertaining to the number of contacts captured for each agent, the data associated with the calls and contact duration, as well as scores detailing items such as agent evaluations and overall quality.</p>
<p>Enterprise Reports Deliver Meaningful Insight and Perspective
eQuality’s Enterprise Reporting provides insight, analysis and perspective to make informed business decisions. Standard report templates include:
- contact recording activity
- supervisor/evaluator activity
- trending
- agent and team performance
- calibration</p>
<p>Reports are available for both online review across the enterprise or as printed reports, and can also be retained for comparison and historical purposes. Report results can be downloaded into Adobe Acrobat or to Excel. In addition, the system allows users to schedule production reports either on-demand, based on predefined dates and times, or on a recurring basis (i.e., daily, weekly, monthly).</p>
<p>For more information or screen shot images:
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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