Witness Systems’ Impact 360 Workforce Optimization software has been named “Best OEM Embedded Solution.” The global provider of workforce optimization software and services announced that Cognos, a business intelligence and performance management solutions company, honored Witness Systems (News - Alert) among other global partners for excelling in innovation, influence, thought leadership and a shared vision and passion for corporate performance management.

 

The designation by Cognos (News - Alert) recognizes the OEM partner delivering the strongest embedded business intelligence (BI) leveraging Cognos’ technology within its core software solution.

 

Impact 360 operates as a complete, unified workforce optimization solution, delivering software and services for quality monitoring/full-time recording, workforce management, performance management and e-learning. All of this is offered under a framework that provides a single user interface, centralized administration and comprehensive reporting.

 

When leveraging Cognos, the Impact 360 centralized reporting engine enables users to choose from an extensive list of pre-configured reports or use online evaluation and e-learning data to easily develop customer reports.

 

These procedures can often be time-consuming and the solution facilitates faster decision making and implementation. With centralized administration and reporting, Impact 360 enables customers to experience a reduction in their total cost of ownership.

Neal Hill, senior vice president, global development for Cognos, noted that the company’s broad, global ecosystem of successful partnership helps customers drive performance management through a blend of technology, product and services offerings that best suit their needs.

 

Hill added that building on Cognos’ recent innovations such as Cognos 8 BI, performance applications and industry blueprints; partners have achieved new successes and demonstrated even greater depth of industry expertise. Cognos is proud to honor Witness Systems for its contributions in helping customers gain greater visibility and insight into their organizations and drive performance management to the next level.

John Bourne, senior vice president, global product management for Witness Systems, contributed that Cognos has a strong OEM partner program and Witness Systems values the relationship with the company based on its vision, solution capabilities and alignment with customer’s reporting needs.

 

Bourne continued that the Impact 360 workforce optimization reporting engine, powered by Cognos Business Intelligence, delivers competitive advantage in a maturing market – helping contact center directors and other strategic business users better understand their operations to make more informed decisions.


Business Intelligence is making great waves as of late due to the competitive nature of contact centers in particular. The better the contact center can understand the customer and incorporate knowledge into the call, the better the customer will be serviced, thus generating a positive experience.

 

Beyond this capability, Impact 360 also enables leaders to understand what is happening within their organization and the market, thus enabling them to make more informed decisions that can contribute to the strength of the company. Being recognized by Cognos will better position Witness Systems and its Impact 360 as being the solution of choice for any enterprise searching for a comprehensive solution to drive strategic goals.

Susan J. Campbell is a contributing editor for TMC and has also written for eastbiz.com. To see more of her articles, please visit Susan J. Campbell’s columnist page.

 

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