Witness Systems Releases Enhanced Workforce Management Solution

ORLANDO and ATLANTA - Witness Systems released enhanced capabilities to its workforce management software, following the company's first quarter combination with Blue Pumpkin Software.  The enhancements are available as part of the standard delivery for the company's pre-packaged workforce management solution, which includes key performance indicator (KPI) scorecards and actionable learning.

The enhancements include: intra-day management, new configurable alerts, multi-site management, renewed support for the Oracle database and upgrade management.

Enhancements to Witness Systems' intra-day management capabilities allow users to identify, understand and resolve variations to plan.  Leveraging the software's browser-based interface and ACD statistics, users can monitor and analyze key metric trends to reforecast and reschedule and agents can be given voluntary time off, or scheduled overtime, to correct for overstaffing or understaffing situations. 

The software includes rules for system and organizational alerts.  As part of Witness Systems' intra-day management, users also can establish configurable alerts - as well as queue specific alerts - to monitor multiple contact center metrics.

Witness Systems' workforce management includes capabilities to manage multi-site operations, allocating contacts on a percentage basis to different sites.  Multi-site management is designed to accommodate centers' operating structures, allowing for a point of control over the entire network, as well as decision making at individual sites.  With multi-site management, users can roll up information from sites to present a picture of the entire contact center operation.

The solution also supports industry standard databases:  Oracle and Microsoft SQL Server.