Combined solution to help contact centers optimize performance
and enhance customer satisfaction
ATLANTA--April 23, 2001--
Witness Systems (NASDAQ: WITS), a leading global provider of customer interaction recording, analysis and e-learning software that enables companies to optimize their customer relationships, today announced a new software integration and partnership with PeopleSoft Inc. (NASDAQ: PSFT).
Completing the PeopleSoft Alliances Certification Program, Witness Systems is the first and only multimedia customer interaction recording and analysis software provider to offer an integrated and certified CRM solution with PeopleSoft, a leading provider of e-business applications that enable people - customers, suppliers and employees - to power the Internet.
Leading companies deploying the integrated offering can enhance their customer relationship management (CRM) business strategy by gauging the effectiveness of the people, processes and technologies in their contact centers. Witness Systems integrates with PeopleSoft CRM Support and HelpDesk, providing a seamless link to a business`s customer call centers. Companies can access critical customer information with a single keystroke, inspect vital business processes and capture specific customer interactions to ensure quality service. As customers become more sophisticated and hold higher expectations, companies can now improve upon their sales/service performance and ensure the effectiveness of their CRM implementations by capturing and then evaluating recorded customer interactions.
Leveraging the eQuality Connect(TM) middleware, Witness Systems` eQuality(TM) multimedia recording software now integrates with PeopleSoft`s CRM applications - which link front-end CRM information with back-office data about customers, suppliers and employees - allowing companies to monitor and evaluate complete customer interactions from first contact to final bill. Through this integration and based on eQuality`s intelligent monitoring methodology, contact centers can systematically record customer sales/service representatives` (CSRs) contacts with external parties based on predefined "business rules" that can be triggered from within specified fields of the PeopleSoft CRM solution. Recording in this way allows companies to capture the customer contacts deemed most critical to their customer and business-focused goals. It also provides management with insight into the effectiveness of their business processes, what types of training and coaching initiatives should be implemented, and how to better streamline the flow and navigation of information from within their PeopleSoft CRM solution.
Companies can maximize the efficiency of their CRM implementations by leveraging eQuality`s data capture software in tandem with their PeopleSoft CRM solution. By recording CRM interactions, companies can quickly sample their screen navigation sequences, automatically capture system use, and enable complete analysis of the implementation through actual recorded interactions. The end results are smoother deployments, easier technologies for CSRs to use, and a faster return on CRM system investments with assurance that each step of the deployment is rolled out logically and is embraced by those using the solutions and facing customers the most - the company`s CSRs.
"Tapping into the customer`s perspective and sharing it across the enterprise provides executives and managers at all levels of an organization with valuable information," said Nancy Treaster, senior vice president of global marketing for Witness Systems. "The combined solution consisting of PeopleSoft`s flexible CRM offering and our eQuality solutions enable companies to capture, evaluate and analyze key interactions and use that information to manage their relationships, as well as ensure effective sales and service across the organization."
Today, more and more companies are turning to multimedia customer interaction recording and analysis technologies to support customer loyalty initiatives and share customer information across the enterprise. By implementing proven, synchronized voice and data, companies can take their CRM investments to a new level by optimizing performance, driving revenue and ensuring customer satisfaction. Only by capturing the customer interactions that drive a company`s business can management determine how customers are serviced, how well agents are trained, and how effective their procedures and technology resources are used and deployed.
"Today`s customer contact centers are a critical component of the branding and reputation management process," said Robb Eklund, vice president of CRM Product Marketing for PeopleSoft. "The PeopleSoft alliance with Witness Systems is important because the integrated solution focuses on optimizing performance and ensuring customers are retained and happy. Combining PeopleSoft CRM with eQuality offers businesses the most effective solution for monitoring the health of their enterprises and providing customer service of the highest quality."
About Witness Systems
Witness Systems (NASDAQ: WITS) is a leading global provider of recording, analysis and electronic learning management software that enables companies to enhance their customer interactions across multiple communications media. Its eQuality(TM) suite of products is designed to further extend the ability to record, evaluate and analyze complete customer contact based on user-defined business rules. Witness Systems` software is deployed by contact center managers as a training tool to improve the performance of agents and as an evaluation tool to gauge business process effectiveness - all in an effort to help companies deliver world-class service. Witness Systems has installed its products in a multitude of industries worldwide, including automotive, financial services, healthcare, hospitality, insurance, outsourcing, publishing, retail, telecommunications, travel and utilities. Witness Systems` news, product and service information is available on the World Wide Web at www.witness.com or by calling 770.754.1900.
Cautionary Note Regarding
Forward-looking Statements Under the Private Securities Litigation Reform Act of 1995: Information in this release that involves Witness Systems` expectations, beliefs, hopes, plans, intentions or strategies regarding the future are forward-looking statements that involve risks and uncertainties. These statements include statements about Witness Systems` strategies in the marketplace, its market position and its relationship with customers. All forward-looking statements included in this release are based upon information available to Witness Systems as of the date of the release, and the company assumes no obligation to update any such forward-looking statement. These statements are not guarantees of future performance and actual results could differ materially from our current expectations. The factors that could cause actual future results to differ materially from current expectations include, but are not limited to, 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 competition; the risks associated with international sales as the company expands its markets; and the ability of the company to compete successfully in the future, as well as other risks identified in the company`s Securities and Exchange Commission filings, including, but not limited to, exhibit 99.1 to the company`s Annual Report on Form 10-K for the fiscal year ended December 31, 2000 and any other reports filed from time to time with the Securities and Exchange Commission.