Market-Leading Impact 360 Solution Continues to Support Enterprise and Contact Center IP Growth
Witness Systems (NASDAQ: WITS), a leading global provider of workforce optimization software and services, today announced enhanced functionality to its Impact 360(TM) IP Recording solution. Featuring tripled channel capacity, unified recording management and a centralized administration tool, all supported on industry standard PCs, customers can protect their technology investments, while helping ensure a smooth migration from TDM to IP telephony platforms.
Customer uptake of the company's industry leading IP telephony recording solution continues to build. "As a third-party administrator of long-term care insurance, our business needs require a full-time recording solution," said Jim Rogers, vice president and chief information officer, LifeCare Assurance Company. "Impact 360 IP Recording helps us meet our recording, archival and retrieval needs, saving both time and money. Our representatives handle thousands of calls from insurance agents monthly, and Impact 360 IP Recording gives us the technology to capture and store data that is critical to our daily operations."
Industry Research Reinforces IP Growth
The findings in a recent survey conducted by InformationWeek Research indicate that 55 percent of the general business technology professionals polled are currently installing or have already installed VoIP beyond the pilot stage. This growth statistic complements additional research conducted by the Yankee Group, where the firm reports in "Migration Costs, Vendor Loyalty and Need for 'Agents Anywhere' Define Contact Center VoIP Adoption Plan," published in June 2006, that 38 percent of contact centers are currently researching and investigating IP products and services. By 2008, the organizations surveyed in the same Yankee Group study anticipate VoIP penetration of agent seats will exceed 60 percent.
Impact 360 IP Recording Enhancements
Designed for interactions that occur in enterprise and contact center environments, Witness Systems' Impact 360 now features TDM and IP recording under a single management tool. As always, the solution operates across IP, TDM and mixed telephony networks - helping customers ensure all their calls are recorded whether for compliance and liability, sales verification or quality assurance purposes. Further, Impact 360 IP Recording allows the recording of SIP-based calls - increasingly the protocol of choice - which enables the solution to cover a wide selection of vendors.
Also new to Impact 360 IP Recording is tripled channel capacity, which results in fewer servers required and therefore a lower total cost of ownership. Further, the solution introduces centralized administration capabilities, which provide access to all the vital Impact 360 IP Recording configuration settings, allowing customers to centrally manage all of their Impact 360 recorders regardless of location. The ability to monitor alarms and copy recorder configurations from one system to another makes this a valuable, time-saving tool for IT users, providing them a holistic view of their entire recording infrastructure from a single location.
About Impact 360
Impact 360 is the market's most complete workforce optimization solution, unifying software and services for quality monitoring/full-time recording, workforce management, performance management and e-learning under a framework that provides a single user interface and centralized administration. Operating in traditional, IP and mixed telephony environments, it maximizes the information flow within enterprises, businesses and call centers, providing deep insight into workforce performance, caller interactions and customer service processes. In addition to ensuring business compliance and liability needs are met, Impact 360 enables companies to drive revenue and cost savings, and provide valuable caller/customer insight for strategic decision-making and competitive advantage.
A flexible, software-only solution for full-time compliance, dispute resolution and sales verification recording, as well as quality assurance, Impact 360 IP Recording:
-- Shares a common architecture with Witness Systems' Impact 360 TDM Recorder, protecting users' investments as they modernize and change their network infrastructure, including transitioning to IP telephony and a virtual work model.
-- Records contacts in their entirety, automatically or on-demand.
-- Scales from a single location to a distributed, multi-site enterprise - capturing up to 100 percent of interactions and assigning contact attributes for easy identification and reference.
-- Includes a single unified database that enables easy searches for specific interactions and the ability to export contacts and share them with other individuals and/or departments.
-- Offers enhanced long-term storage to comply with industry, government or corporate requirements.
About Witness Systems
Witness Systems (NASDAQ: WITS) is the worldwide leader in software and services that help businesses capture customer intelligence and optimize their workforce performance. The company's Impact 360(TM) solution unifies quality monitoring, compliance and IP recording, workforce management, performance management and e-learning. Primarily deployed in contact centers - as well as the remote, branch and back offices of global organizations - the workforce optimization solution captures, analyzes and enables users to share and act on cross-functional information across the enterprise. With Impact 360, organizations can improve interactions and the underlying back-office processes that enhance the customer experience and build customer loyalty. For more information, visit us at www.witness.com.
Cautionary Note Regarding Forward-looking Statements: Information in this release that involves Witness Systems' expectations, plans, intentions or strategies regarding the future are forward-looking statements that are not facts and involve a number of risks and uncertainties. They are identified by words such as "anticipates," "expects," "intends," "plans," "believes," "estimates," and similar expressions. These statements are based upon information available to Witness Systems as of the date of this release, and the company assumes no obligation to update any such forward-looking statement. Forward-looking statements believed true when made may ultimately prove to be incorrect. These statements are not guarantees of future performance and are subject to risks, uncertainties and other factors, some of which are beyond our control and may cause actual results to differ materially from our current expectations. Some of the factors that could cause actual future results to differ materially from current expectations include fluctuations in customer demand and the timing of orders; the company's ability to manage its growth; the risk of new product introductions and customer acceptance of new products; the rapid technological change which characterizes the company's markets; the risks associated with international sales as the company expands its markets, including the risks associated with foreign currency fluctuations; the ability of the company to complete and integrate successfully any acquisitions or investments it may make; and the ability of the company to compete successfully in the future, as well as other risks identified under the caption "Management's Discussion and Analysis of Financial Condition and Results of Operations" in the company's Form 10-K for the year ended December 31, 2005 and its Form 10-Q for the quarter ended March 31, 2006, as filed with the Securities and Exchange Commission.
Witness, Impact 360, Improve Everything and the Witness logo are the trademarks (registered or otherwise) of Witness Systems, Inc. protected by laws of the U.S. and other countries. All other trademarks mentioned in this document are the property of their respective owners
Customer uptake of the company's industry leading IP telephony recording solution continues to build. "As a third-party administrator of long-term care insurance, our business needs require a full-time recording solution," said Jim Rogers, vice president and chief information officer, LifeCare Assurance Company. "Impact 360 IP Recording helps us meet our recording, archival and retrieval needs, saving both time and money. Our representatives handle thousands of calls from insurance agents monthly, and Impact 360 IP Recording gives us the technology to capture and store data that is critical to our daily operations."
Industry Research Reinforces IP Growth
The findings in a recent survey conducted by InformationWeek Research indicate that 55 percent of the general business technology professionals polled are currently installing or have already installed VoIP beyond the pilot stage. This growth statistic complements additional research conducted by the Yankee Group, where the firm reports in "Migration Costs, Vendor Loyalty and Need for 'Agents Anywhere' Define Contact Center VoIP Adoption Plan," published in June 2006, that 38 percent of contact centers are currently researching and investigating IP products and services. By 2008, the organizations surveyed in the same Yankee Group study anticipate VoIP penetration of agent seats will exceed 60 percent.
Impact 360 IP Recording Enhancements
Designed for interactions that occur in enterprise and contact center environments, Witness Systems' Impact 360 now features TDM and IP recording under a single management tool. As always, the solution operates across IP, TDM and mixed telephony networks - helping customers ensure all their calls are recorded whether for compliance and liability, sales verification or quality assurance purposes. Further, Impact 360 IP Recording allows the recording of SIP-based calls - increasingly the protocol of choice - which enables the solution to cover a wide selection of vendors.
Also new to Impact 360 IP Recording is tripled channel capacity, which results in fewer servers required and therefore a lower total cost of ownership. Further, the solution introduces centralized administration capabilities, which provide access to all the vital Impact 360 IP Recording configuration settings, allowing customers to centrally manage all of their Impact 360 recorders regardless of location. The ability to monitor alarms and copy recorder configurations from one system to another makes this a valuable, time-saving tool for IT users, providing them a holistic view of their entire recording infrastructure from a single location.
About Impact 360
Impact 360 is the market's most complete workforce optimization solution, unifying software and services for quality monitoring/full-time recording, workforce management, performance management and e-learning under a framework that provides a single user interface and centralized administration. Operating in traditional, IP and mixed telephony environments, it maximizes the information flow within enterprises, businesses and call centers, providing deep insight into workforce performance, caller interactions and customer service processes. In addition to ensuring business compliance and liability needs are met, Impact 360 enables companies to drive revenue and cost savings, and provide valuable caller/customer insight for strategic decision-making and competitive advantage.
A flexible, software-only solution for full-time compliance, dispute resolution and sales verification recording, as well as quality assurance, Impact 360 IP Recording:
-- Shares a common architecture with Witness Systems' Impact 360 TDM Recorder, protecting users' investments as they modernize and change their network infrastructure, including transitioning to IP telephony and a virtual work model.
-- Records contacts in their entirety, automatically or on-demand.
-- Scales from a single location to a distributed, multi-site enterprise - capturing up to 100 percent of interactions and assigning contact attributes for easy identification and reference.
-- Includes a single unified database that enables easy searches for specific interactions and the ability to export contacts and share them with other individuals and/or departments.
-- Offers enhanced long-term storage to comply with industry, government or corporate requirements.
About Witness Systems
Witness Systems (NASDAQ: WITS) is the worldwide leader in software and services that help businesses capture customer intelligence and optimize their workforce performance. The company's Impact 360(TM) solution unifies quality monitoring, compliance and IP recording, workforce management, performance management and e-learning. Primarily deployed in contact centers - as well as the remote, branch and back offices of global organizations - the workforce optimization solution captures, analyzes and enables users to share and act on cross-functional information across the enterprise. With Impact 360, organizations can improve interactions and the underlying back-office processes that enhance the customer experience and build customer loyalty. For more information, visit us at www.witness.com.
Cautionary Note Regarding Forward-looking Statements: Information in this release that involves Witness Systems' expectations, plans, intentions or strategies regarding the future are forward-looking statements that are not facts and involve a number of risks and uncertainties. They are identified by words such as "anticipates," "expects," "intends," "plans," "believes," "estimates," and similar expressions. These statements are based upon information available to Witness Systems as of the date of this release, and the company assumes no obligation to update any such forward-looking statement. Forward-looking statements believed true when made may ultimately prove to be incorrect. These statements are not guarantees of future performance and are subject to risks, uncertainties and other factors, some of which are beyond our control and may cause actual results to differ materially from our current expectations. Some of the factors that could cause actual future results to differ materially from current expectations include fluctuations in customer demand and the timing of orders; the company's ability to manage its growth; the risk of new product introductions and customer acceptance of new products; the rapid technological change which characterizes the company's markets; the risks associated with international sales as the company expands its markets, including the risks associated with foreign currency fluctuations; the ability of the company to complete and integrate successfully any acquisitions or investments it may make; and the ability of the company to compete successfully in the future, as well as other risks identified under the caption "Management's Discussion and Analysis of Financial Condition and Results of Operations" in the company's Form 10-K for the year ended December 31, 2005 and its Form 10-Q for the quarter ended March 31, 2006, as filed with the Securities and Exchange Commission.
Witness, Impact 360, Improve Everything and the Witness logo are the trademarks (registered or otherwise) of Witness Systems, Inc. protected by laws of the U.S. and other countries. All other trademarks mentioned in this document are the property of their respective owners
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