Witness Systems, a provider of workforce optimization software, has enhanced its next-generation quality monitoring solution, Impact 360, to offer greater workforce optimization capabilities.
The company says it has packaged together new actionable learning and enhanced reporting capabilities as part of a complete solution for workforce optimization functions and services, and greater business value.
Witness Systems describes the product’s offerings as robust quality monitoring/call recording with powerful performance management and e-learning functionality. The unified solution is delivered through a single provider enabling users to gain more insight and make smarter decisions faster regarding sales, service and overall operations.
Witness claims customers can streamline processes and ensure consistency with the Impact 360 quality monitoring solution by leveraging the software to research key performance indicator (KPI) variances from agent to contact center; drive best practices by turning recordings into training; save time by automatically assigning learning; and improve supervisor knowledge of agent skills by reporting learning achievements.
Additionally, it says, businesses can uncover valuable, previously undiscovered information by using the software to investigate through real-time notification; analyze customer contact trends using structured tags; and explore unstructured information with speech analytics.
Nancy Treaster, senior vice president, global marketing for Witness Systems said, With Impact 360, users have a solution that enables them to gain an unprecedented enterprise view of workforce performance by leveraging quality monitoring, e-learning and performance management together to streamline processes, uncover opportunities and enhance service, sales and satisfaction.