ATLANTA --Nov. 1, 2004 -- Witness Systems (NASDAQ: WITS), a global provider of performance optimization software and services, today announced enhanced enterprise reporting and drill-down analysis functionality to its eQuality(R) 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.
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. Centralized reporting allows contact center management to gain an enterprise view of performance, by analyzing evaluation results for specific call center 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 organization to assist in the process of performance improvement and optimization.
"Global 2000 companies require a scorecard and reporting solution capable of accessing information assets from every contact center 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 center 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 center 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."
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 analyze the gaps between actual KPI values and established thresholds for performance to determine success and effectiveness.
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 center analytics set-up process, in which data comes together from a myriad of sources and often requires custom work from the end user.
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 centralized 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 organization's contact centers.
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 center site, and well above goal at another. The user can then make best practice training recommendations between sites, coordinating performance optimization enterprise-wide.
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.
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
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).
About Witness Systems
Witness Systems (NASDAQ: WITS) provides the contact center industry's first integrated performance optimization software suite to help global enterprises capture customer intelligence and optimize workforce performance. The browser-based eQuality(R) software is comprised of compliance, high-volume and business-driven recording solutions for customer contact centers 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 analyze 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 organizations to maximize their return on investment. For additional information about Witness Systems and its eQuality software suite, visit www.witness.com.
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