Witness Systems, distributed in South Africa by GijimaAst, has introduced its new workforce optimisation solution - Impact 360. The solution fundamentally redefines the market landscape for contact centre and workforce optimisation (WFO) technology by enabling global organisations to deploy a holistic, streamlined framework and accompanying feature-rich solution set with more speed and confidence than any combination of point systems in the market today.
For the first time in the industry, Impact 360 brings together a synergistic solution for workforce management, quality monitoring/full-time recording, e-learning and performance management. The WFO framework empowers organisations to access information - including actual recorded interactions - more quickly, easily and confidently than ever before. Additionally, Witness Systems` technology and distribution partners such as Avaya and Nortel will leverage the Impact 360 platform to further extend benefits to an even broader base of customers around the world.
Companies continue to experience enterprise-wide challenges to balance maximising customer satisfaction and increasing revenue, while minimising the cost of customer service. Managing this balance is complicated further by the fact that it takes many different and often siloed functions within the enterprise to service the customer. Through the contact centre, remote and back offices, organisations are driving to optimise the performance of their people, processes and technologies to increase effectiveness and efficiency.
"With Impact 360, we can provide our customers with a next-generation, end-to-end WFO solution that removes the barriers between siloed customer service functions so organisations can capture, analyse and act on cross-functional information concerning workforce performance, customer interactions and customer service processes," explains Keith Bothma of GijimaAst.
"This unique platform allows us to provide valuable customer insight thus enabling our customers to establish more intimate relationships with their customers," adds Bothma.
Studies show that the WFO market is reaching a point where customers are demanding more integrated and robust software and services. A study conducted by the Society of Workforce Planning Professionals in the spring of 2005 indicated that 83% of survey respondents noted a benefit in acquiring technology from the same workforce optimisation vendor. Nearly 30% felt that a simpler implementation would be the biggest benefit in acquiring WFO technology from the same vendor, while 19% noted that minimal data entry would be a big benefit. Another 12% cited having less infrastructure as a selling point.
"Impact 360 transforms the speed at which companies can make informed decisions with unmatched visibility into customer service processes, workforce performance and customer intelligence across the enterprise," said Dave Gould, chief executive officer, Witness Systems. "Companies need to unify workforce optimisation functions under a single architecture to maximise information flow and minimise total cost of ownership.
"They also need experienced professional services to drive a complete view of customer service performance and to ensure ongoing success. By improving the balance between effectiveness and efficiency, businesses can drive customer loyalty, top line revenue, customer service operating margins and compliance through continuous performance improvement."
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