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Witness Systems understands that a global contact center operation is not a static entity; rather, it is a movable, changeable thing that cannot be served by a one-size-fits-all product. Through smart acquisitions, the company has built a solution that helps companies' call centers move and change organically. The company should also be recognized as a founder and guru of today's rapidly growing workforce optimization movement.

Witness Systems
300 Colonial Center Parkway
Roswell, GA, 30076

http://www.witness.com


Product Name: Witness Systems' Impact 360

Witness' new workforce optimization solution, Impact 360, was created with the goal in mind of enabling global organizations to deploy a holistic, streamlined framework and accompanying feature-rich solution set with speed and confidence. Impact 360 brings together a synergistic solution for workforce management, quality monitoring/full-time recording, e-learning and performance management. The WFO framework empowers organizations to access information, including actual recorded interactions, more quickly, easily and confidently.

Impact 360 allows companies to plan and establish goals; schedule and deploy staff; record and measure performance; analyze and investigate opportunities, trends and areas for improvement; and learn and make adjustments to process and training for skill advancement.

Available as a comprehensive solution or in packages that provide subsets of functionality, Impact 360 can maximize the information flow within the enterprise. All components are unified under one architecture and user interface, simplifying system administration. And because Impact 360 also includes Witness Systems' consulting expertise, customers benefit from having a single, coordinated source of support, service and maintenance, along with a lower cost of ownership than multiple point solutions.


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