Witness Systems Unveils Customer Feedback Software

December 4, 2006; 06:11 AM
Witness Systems, a leading global provider of workforce optimization software and services, today announced the addition of customer feedback management capabilities to its market-leading Impact 360™ Workforce Optimization solution. With this new solution, organizations can capture customer intelligence and benefit from direct, first-hand customer feedback leveraging the software’s advanced, scalable phone (IVR), Web and email survey solution.

With customer feedback management, companies can collect, report and incorporate customer-driven information, performance data and satisfaction level metrics based on the specific people, products and processes that impact the customer experience. The solution provides users with access to a 100 percent Web-based, scalable, self-configuring system; enables unlimited surveying across any communications channel or customer contact; provides the ability to link survey results and customer feedback directly to call recordings; and delivers advanced research analytics across all customer contact channels – including IVR, phone, Web, e-mail and chat.

“Witness Systems can now offer a unique combination of capabilities that allow contact center and other managers throughout the enterprise to correlate the measurement of internal key performance indicators with real and unbiased customer satisfaction ratings,” says Ken Landoline, senior analyst, Yankee Group.

Recognized as one of the leading hotel and leisure companies in the world, Starwood Hotels & Resorts Worldwide uses customer feedback management as the foundation for its customer experience initiative in their Contact Centers. The centers receive as many as 14,000 surveys a day, providing sound validity on what customers think about their associates and the service they provide. The real-time analytics from the customer feedback solution are tied to measurable returns for the company.

Witness Systems’ customer feedback management capabilities enable organizations to capitalize on “the voice of the customer” to:

• Acquire valuable, actionable customer intelligence
• Achieve new levels of customer satisfaction
• Advance agent skills and service levels
• Establish new standards in workforce performance
• Ensure product/service satisfaction by leveraging customer feedback to advance offerings
• Deliver a consistent, quality customer experience – building loyalty, confidence and repeat business

“With customer feedback management, our customers are now able to purchase a single, scalable phone (IVR), Web and e-mail survey system from us as part of their Impact 360 Workforce Optimization solution,” explains Nancy Treaster, senior vice president, global marketing for Witness Systems. “Census-level customer feedback is a strategic and important component of WFO, and uniquely integrates the ‘voice of the customer’ into how companies optimize performance, both within the contact center and throughout the broader enterprise.”

Calibrating Customer Satisfaction with Company Satisfaction Metrics

With the addition of Impact 360’s customer feedback management software, organizations can move outside traditional measures that track success based on internally established metrics, by enabling them to go a step further with direct customer perspective. In the past, information that reports the “voice of the customer” has been difficult to track and analyze. Couple that with the fact that most companies have very different internal perceptions of where they stand on the service spectrum when compared with their customers’ actual experiences.

According to research, more than two-thirds of all customer interactions are relevant for feedback and greater than half of a company’s customers will consistently provide feedback on initiated interactions if the survey is in context, intelligent and a part of a single process.

Impact 360 enhances the customer experience by providing visibility into a company’s entire customer service lifecycle – from planning and establishing goals to scheduling and deploying the appropriate staff; from measuring and recording their performance to using that information to investigate and analyze results; and from changing business processes and goals based on actual customer feedback to honing employee skills to meet those goals. Now, with the addition of customer feedback, companies can gain valuable “outside in” customer perspective through the solution’s survey capabilities tied directly to all customer interactions. By capturing and analyzing the voice of the customer at all levels, they can accurately measure true customer loyalty, validate and understand drivers of satisfaction, and identify detailed areas of opportunity and improvement in real-time.

Witness Systems’ new customer survey software is generally available today.

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™ solution features quality monitoring, compliance and IP recording, workforce management, performance management and eLearning. 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.