Witness Systems Blog Highlights Workforce Optimization Findings From Tour Across the Globe; Chronicles from Industry Experts Pro
September 13 2006 - 8:30AM
Business Wire
Witness Systems (NASDAQ: WITS), a leading global provider of
workforce optimization software and services, today launched a blog
that shares perspectives, trends, challenges and success stories
from customer-centric organizations across the globe, beginning in
the Asia Pacific region. Taking place through the end of September,
Principal Global Market Consultants Oscar Alban and Bill Durr are
visiting such destinations as Auckland, Bangalore, Bangkok, Kuala
Lumpur, Manila, Melbourne, Mumbai, Noida, Shanghai, Singapore,
Sydney, Tokyo and Wellington as part of a three week seminar
series. There, they will meet with a variety of organizations to
address customer service strategies, retention and loyalty
techniques, evolving technology platforms - including IP, and
overall best practices in today's fast-paced business environment.
During this fifth annual multi-city Asia Pacific tour, Alban and
Durr will log their findings and interactions in the Witness
Systems blog located at www.improveeverything.com. Their
perspectives will explore how organizations balance customer
satisfaction, revenue targets and the cost of delivering high
quality service. Blog entries also will provide an inside look at
international contact center trends and how adopting a
"customer-centric" management strategy can help drive business
processes. "Balancing customer satisfaction, revenue generation and
customer service operations at the highest level isn't easy, and
it's made even more challenging by the often siloed areas of the
enterprise outside the call center that provide service throughout
the customer lifecycle," said Alban. "This tour is designed to
share workforce optimization techniques and introduce a new
pragmatic way of approaching customer service. We're excited to
relay our findings." Please continue to visit
www.improveeverything.com from September 11-29 to learn more about
Alban and Durr's journey across this growing region, which includes
a host of diverse, exciting and high-growth markets. Blog entries
will be updated regularly each week during the month. About Oscar
Alban Oscar Alban serves as principal global market consultant for
Witness Systems. Before joining the company, he spent 12 years with
a Fortune 500 organization, where he managed its 1,200-person
inbound/outbound contact center. With more than 20 years of contact
center experience, he regularly serves in a speaking capacity at
industry trade shows and conferences. He also performs consulting
engagements at customer sites worldwide, where he focuses on the
mission critical aspects of capturing customer intelligence and
optimizing workforce performance. About Bill Durr Bill Durr serves
as principal solutions consultant for Witness Systems. With more
than 25 years in the market, he has held a variety of sales,
marketing and management roles for major contact center vendors and
worked as a consultant for centers challenged with meeting their
performance objectives. Durr is a frequent speaker at industry
events - where he addresses themes around workforce performance and
contact center evolution. He also has published two books: Building
a World-Class Inbound Call Center and Navigating the Customer
Contact Center in the 21st Century. About Impact 360 Impact 360(TM)
from Witness Systems unifies software and services for quality
monitoring, compliance/full-time recording, workforce management,
performance management and e-learning under a framework that
provides a single user interface and centralized administration and
reporting. Across TDM, IP and mixed telephony environments, it
maximizes the information flow within enterprises, businesses and
call centers, providing deep insight into workforce performance,
caller interactions and customer service processes, while driving
cost savings, strategic decision-making and competitive advantage.
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 this analysis to honing
employee skills to meet those goals. 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 e-learning.
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 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 "will," "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 characterizes 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 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. Additional risks that could
cause actual future results to differ materially from current
expectations include 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. 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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