[February 18, 2005]

Shootout at the IP Corral

By David Sims, TMCnet CRM Alert Columnist

Witness Systems, a provider of workforce optimization software and services, has announced that it will present an “IP Contact Center Shootout” including several industry leaders at the Internet Telephony Conference and Expo Miami 2005.

The shootout -- er, session --will be held February 22 from 4 – 5:45 p.m. at the Hyatt Regency Hotel’s Miami Conference Center.

Witness Systems’ Oscar Alban will join several other industry leaders, including those from Cisco, Nuasis and Nortel, in addressing the merits of today’s IP contact center solutions and the overall state of the industry. 

Loosely based on the Internet Telephony Conference and Expo’s successful, long-running “IP PBX Shootout,” this double session will provide an engaging look at market trends and the industry’s leading products and services.
 
Witness Systems provides workforce optimization software and services.  The company’s products are used in customer interaction centers of Global 2000 and small- and medium-sized businesses worldwide, as well as in IP Telephony and back office environments, and throughout the extended enterprise, including branch offices. 

The company specializes in quality monitoring, compliance, high-volume and IP Telephony recording products, as well as workforce management, actionable learning and performance management applications.

Witness Systems’ call visualization software enables the rapid search and retrieval of recorded customer interactions, helping contact center management search through captured contacts to spot trends, patterns and anomalies that provide sales and service directors with valuable insight into their operational effectiveness. The software retains all call characteristics, offers powerful data visualization capabilities and has an easy-to-use interface, enabling users to pinpoint and view interesting or unusual contacts to perform detailed analysis or trending.

Through its color-coding classification of calls based on nature and outcome, patterns and trends, key areas of interest are easily identifiable, providing visualization that allows users to search through contact recordings and focus on those of interest. The product identifies call attributes automatically, providing insight into opportunities for improving contact center efficiency and effectiveness, and ultimately enabling call centers to cuts costs.

Providing for the capture and storage of customer voice and data interactions in IP telephony environments, Witness Systems’ IP recording solution supports converged voice/data networks. The most widely-deployed IP recording solution on the market, it enables companies to capture and share recorded contacts enterprise-wide. The software enables 100 per cent recording over single or multiple sites and is designed for organizations and businesses with high-volume recording and compliance requirements, as well as those with sales verification and quality needs.

David Sims is contributing editor and CRM Alert columnist for TMCnet.