Node4 Deploys IP Call Recording Software from Witness Systems for Motorpoint
November 07 2006 - 9:00AM
Business Wire
Witness Systems (NASDAQ: WITS), a leading global provider of
workforce optimisation software and services, today announced that
its Impact 360� Compliance Recording solution has been successfully
deployed by Node4 Limited, the specialist provider of modular IP
telephony systems. Node4 is using Witness Systems� Impact 360
software to support client-based IP telephony interactions for
Motorpoint � the number one UK car supermarket. The solution is
also providing the company with the critical customer intelligence
it needs to drive an ongoing focus on service quality and new sales
generation. Replacing its incumbent solution, Node4 selected Impact
360 for its easy-to-use Web interface, its comprehensive
functionality and its reliability. The Witness Systems IP recording
solution enables a lower total cost of ownership through the
support of high availability and high capacity systems, robustness
through workflow and database support, and protocol command
forwarding that supports multi-site systems. Node4�s Managing
Director, Andrew Gilbert comments: �We have successfully deployed
the new Witness Systems Impact 360 Compliance Recording solution
and are using it in conjunction with Cisco Unified CallManager to
support Motorpoint, one of our clients. Motorpoint uses the Witness
Systems solution to record calls for staff coaching, as well as
occasional dispute management. �We previously used another
well-known recording technology for Motorpoint but found that we
needed a more reliable and accessible solution to support our staff
in capturing key transaction information associated with financial
services and contract issues,� explains Andrew Gilbert. �Since
deploying Impact 360, Motorpoint has found the solution
particularly user-friendly, with staff having the ability to
capture a complete record of their interactions at the simple touch
of a button.� �Analysing as many customer contacts as possible is
more important than ever as businesses work to secure competitive
advantage by gaining a better understanding of customer demands,
and then acting on the information gathered in interactions,� adds
Richard Ray, Senior Business Consultant for Witness Systems.
�Thanks to our Impact 360 recording technology, our customers can
record up to 100 percent of calls, and with our browser-based
architecture, the interactions can be viewed and made widely
available. By providing individuals and departments across
organisations with easy access to archived recordings, we�re
increasingly able to help them extend their workforce optimisation
footprint.� Impact 360, built on an open platform, is a
software-only recorder that can be deployed on an industry-standard
PC server with no requirements for proprietary hardware. The
solution is scalable, enabling it to grow with organisations and
minimise their investment. By exploiting the XML browser interface
on the IP telephone, the software provides unprecedented control
for recording and then �tagging� calls with additional contextual
information, as well as distributing them to the correct parties
via e-mail if required. This greatly increases the ease with which
organisations can act on and maximise the effectiveness of their
external communications with customers, suppliers, partners and
staff. Impact 360 can be configured to support the recording of
calls on-demand from the desktop, at the press of a button, or
based on a selection of interactions that meet pre-set parameters.
About Motorpoint Since opening in April 1998, Motorpoint�s
philosophy has been to continually offer unbeatable prices,
unbeatable choice and unbeatable service. These principles have
rapidly established it as the UK's Number 1 Car Supermarket and
Motorpoint is now the busiest car retailer on the internet.
www.motorpoint.co.uk About Node4 Founded in 2004, Node4 is
privately owned and the directors are committed to building on the
initial investment and success to make Node4 the technology partner
of choice. Using its investment in its data centre and national
broadband network, Node4�s service portfolio includes: Business
Class Broadband, IP-BVN (QoS Enabled Broadband Network), IP
Telephony (Hosted & Dedicated), Hosting & Co-Location,
Hosted Applications (Citrix & Microsoft), Professional Services
& Support. For more information please visit www.node4.co.uk.
About Witness Systems Witness Systems (NASDAQ: WITS) is the
worldwide leader in software and services that help businesses
capture customer intelligence and optimise their workforce
performance. The company�s Impact 360� solution unites quality
monitoring, compliance and IP recording, workforce management,
performance management and eLearning. Primarily deployed in contact
centres � as well as the remote, branch and back offices of global
organisations � the workforce optimisation solution captures,
analyses and enables users to share and act on cross-functional
information across the enterprise. With Impact 360, organisations
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 the
Demos Solutions and Exametric acquisitions and any other
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 optimisation software and services, today announced
that its Impact 360(TM) Compliance Recording solution has been
successfully deployed by Node4 Limited, the specialist provider of
modular IP telephony systems. Node4 is using Witness Systems'
Impact 360 software to support client-based IP telephony
interactions for Motorpoint - the number one UK car supermarket.
The solution is also providing the company with the critical
customer intelligence it needs to drive an ongoing focus on service
quality and new sales generation. Replacing its incumbent solution,
Node4 selected Impact 360 for its easy-to-use Web interface, its
comprehensive functionality and its reliability. The Witness
Systems IP recording solution enables a lower total cost of
ownership through the support of high availability and high
capacity systems, robustness through workflow and database support,
and protocol command forwarding that supports multi-site systems.
Node4's Managing Director, Andrew Gilbert comments: "We have
successfully deployed the new Witness Systems Impact 360 Compliance
Recording solution and are using it in conjunction with Cisco
Unified CallManager to support Motorpoint, one of our clients.
Motorpoint uses the Witness Systems solution to record calls for
staff coaching, as well as occasional dispute management. "We
previously used another well-known recording technology for
Motorpoint but found that we needed a more reliable and accessible
solution to support our staff in capturing key transaction
information associated with financial services and contract
issues," explains Andrew Gilbert. "Since deploying Impact 360,
Motorpoint has found the solution particularly user-friendly, with
staff having the ability to capture a complete record of their
interactions at the simple touch of a button." "Analysing as many
customer contacts as possible is more important than ever as
businesses work to secure competitive advantage by gaining a better
understanding of customer demands, and then acting on the
information gathered in interactions," adds Richard Ray, Senior
Business Consultant for Witness Systems. "Thanks to our Impact 360
recording technology, our customers can record up to 100 percent of
calls, and with our browser-based architecture, the interactions
can be viewed and made widely available. By providing individuals
and departments across organisations with easy access to archived
recordings, we're increasingly able to help them extend their
workforce optimisation footprint." Impact 360, built on an open
platform, is a software-only recorder that can be deployed on an
industry-standard PC server with no requirements for proprietary
hardware. The solution is scalable, enabling it to grow with
organisations and minimise their investment. By exploiting the XML
browser interface on the IP telephone, the software provides
unprecedented control for recording and then 'tagging' calls with
additional contextual information, as well as distributing them to
the correct parties via e-mail if required. This greatly increases
the ease with which organisations can act on and maximise the
effectiveness of their external communications with customers,
suppliers, partners and staff. Impact 360 can be configured to
support the recording of calls on-demand from the desktop, at the
press of a button, or based on a selection of interactions that
meet pre-set parameters. About Motorpoint Since opening in April
1998, Motorpoint's philosophy has been to continually offer
unbeatable prices, unbeatable choice and unbeatable service. These
principles have rapidly established it as the UK's Number 1 Car
Supermarket and Motorpoint is now the busiest car retailer on the
internet. www.motorpoint.co.uk About Node4 Founded in 2004, Node4
is privately owned and the directors are committed to building on
the initial investment and success to make Node4 the technology
partner of choice. Using its investment in its data centre and
national broadband network, Node4's service portfolio includes:
Business Class Broadband, IP-BVN (QoS Enabled Broadband Network),
IP Telephony (Hosted & Dedicated), Hosting & Co-Location,
Hosted Applications (Citrix & Microsoft), Professional Services
& Support. For more information please visit www.node4.co.uk.
About Witness Systems Witness Systems (NASDAQ: WITS) is the
worldwide leader in software and services that help businesses
capture customer intelligence and optimise their workforce
performance. The company's Impact 360(TM) solution unites quality
monitoring, compliance and IP recording, workforce management,
performance management and eLearning. Primarily deployed in contact
centres - as well as the remote, branch and back offices of global
organisations - the workforce optimisation solution captures,
analyses and enables users to share and act on cross-functional
information across the enterprise. With Impact 360, organisations
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 the
Demos Solutions and Exametric acquisitions and any other
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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