– Best Buy and other leading retailers implement multimedia recording and evaluation software to optimize customer interactions and enhance business process effectiveness –
ATLANTA (May 22, 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 that Best Buy Co., Inc. (NYSE: BBY) has selected its eQualityTM software to enhance the quality and consistency of customer interactions in its four contact centers. Best Buy joins other popular retailers that have already implemented eQuality, including Avon, SUPERVALU and Next Retail in the U.K.
Deploying eQuality in its Consumer Relations and Customer Care divisions is an important part of Best Buy’s quality assurance program, enabling both the company’s bricks and mortar foundation of more than 400 retail stores across the U.S. and its BestBuy.com online operations division to enhance quality and ensure consistent customer service across multiple customer touch points.
“Our operational philosophy is to be proactive in helping our customers find the solutions they need and enhance the quality of their experiences,” said Brian Curran, vice president of Customer Care for BestBuy.com. “We decided to implement eQuality because we believe it will extend our ability to deliver exceptional customer service. We also intend to use the performance results generated through eQuality to improve our business processes and agent training initiatives.”
“The retail sector has always been at the forefront of implementing innovative solutions to improve customer loyalty,” explained Dave Gould, president and CEO of Witness Systems. “We’re very pleased that Best Buy has selected our eQuality software as a cornerstone of its quality initiative.”
Retailers comprise the largest customer-facing market, and as such, must seek to understand the value and complexity of customer relationships. According to industry analysts, effective customer relationship management (CRM) strategies are critical to remaining competitive in the hotly contested retail sector. The eQuality solutions’ ability to capture and analyze customer interactions makes it an integral part of successful retail CRM initiatives, as retailers strive to be more customer-focused.
With eQuality, companies can record voice interactions with customers, as well as the corresponding computer desktop activities of its customer service representatives (CSRs) – including data entry, screen navigation and the use of technological resources. By synchronizing these for replay at a later time, contact center supervisors can observe and evaluate CSR performance for a complete quality assessment. These recordings can then be used to refine business processes and serve as a coaching tool to help CSRs perfect their skills and further develop their careers. Similarly, Witness Systems’ eQuality solutions can capture agent and customer interactions via e-mail and Web chat to ensure consistent, quality service regardless of which communications channel the customer prefers to use.
About Best Buy Co., Inc.
Minneapolis-based Best Buy Co., Inc. (NYSE: BBY) is the nation’s number one specialty retailer of consumer electronics, personal computers, entertainment software and appliances. The Company operates retail stores and commercial web sites under the names: Best Buy (BestBuy.com), Magnolia Hi-Fi (MagnoliaHiFi.com), Media Play (MediaPlay.com), On Cue (OnCue.com), Sam Goody (SamGoody.com), and Suncoast (Suncoast.com). The Company reaches consumers through more than 1,700 retail stores nationwide, in Puerto Rico and in the U.S. Virgin Islands.
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 eQualityTM 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 nternational 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.
Witness Systems and eQuality are registered trademarks of Witness Systems.
All other trademarks mentioned in this document are the property of their respective owners.
# # #
Back...
