DaimlerChrysler Customer Assistance Center to Implement Witness Systems' Quality Monitoring Software

ATLANTA and LONDON, U.K. - The DaimlerChrysler Customer Assistance Center (CAC) based in Maastricht in the Netherlands, will implement Witness Systems' contact center quality monitoring solution. DaimlerChrysler CAC will use the Witness Systems software to help provide customer service to its many stakeholders, including Mercedes-Benz, Chrysler, Smart and Jeep customers, European dealers, and as a first point of entry for its European operating countries.

DaimlerChrysler CAC will initially implement Witness Systems' software for use by over 700 international agents, replacing its previous quality monitoring approach, which was based on a combination of manual data and quantitative information. Leveraging Witness Systems' quality monitoring solution, DaimlerChrysler CAC will be able to capture customer interactions - including both voice conversations and agent desktop activities - and evaluate and analyze these contacts for a quality assessment. DaimlerChrysler CAC also plans to use the captured interactions to supplement its e-learning and training programs, as well as to provide input into the company's key performance indicators (KPIs) and dashboard-based management tools.

"Quality-driven customer service is a core DaimlerChrysler value, and for our many European customers that begins with the quality of service provided by our Customer Assistance Center in Maastricht," commented DaimlerChrysler CAC's general manager marketing and sales, Roland Staehler. "We knew that implementing a quality monitoring solution would help us increase the quality of our customer service and make it more transparent and consistent. After carefully assessing available solutions, we selected the Witness Systems approach based on its functionality, ease-of-use and Web-based architecture. We were also impressed by the company's focus on business drivers and its proven experience in implementing major multi-national solutions for leading European and global organizations."

DaimlerChrysler CAC's implementation of Witness Systems' browser-based customer interaction recording and performance assessment solutions is scheduled to go live in August 2005. As part of the process, DaimlerChrysler CAC and Witness Systems will work closely to integrate the software with the CAC's existing Siebel CRM system.