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Witness Systems Launches Impact 360 Solution

Witness Systems introduced its new workforce optimization solution - Impact 360.  Impact 360 brings together a solution for workforce management, quality monitoring/full-time recording, e-learning and performance management.  The WFO framework allows organizations to access information - including actual recorded interactions.  With Impact 360, organizations can capture, analyze and act on cross-functional information concerning workforce performance, customer interactions and customer service processes.  A study conducted by the Society of Workforce Planning Professionals in the spring of 2005 indicated that 83 percent of survey respondents noted a benefit in acquiring technology from the same workforce optimization vendor.  Nearly 30 percent felt that a simpler implementation would be the biggest benefit in acquiring WFO technology from the same vendor, while 19 percent noted that minimal data entry would be a big benefit.  Another 12 percent cited having fewer infrastructures as a selling point. Impact 360's architectural framework provides a cross-functional graphical user interface that helps companies navigate across WFO software that provides elements of forecasting and scheduling, quality monitoring, compliance recording, performance scorecards and e-learning.

  Impact 360's framework enables:

·          Centralized access to standard reports and custom report writing

·          Central administration of agents and recorders across the enterprise

·          Open system TDM and IP platform

  Impact 360 taps into and consolidates information from a variety of systems.  The solution helps companies:  

·          Drill to recordings during adherence review

·          Monitoring/recording agent activities from adherence management

·          Drill to contacts when investigating variances from a preloaded performance scorecard

·          Detect unknown trends through phrase-based speech analytics

  Impact 360's architecture framework supports local and enterprise TDM and IP solutions.  Impact 360 uses standard platforms.  The Impact 360 recording function is based on industry-standard PC platforms and voice cards. The software is Web-based.   Impact 360's systems recording platform is also being leveraged through partner solutions from companies like Nortel.  Nortel's Converged Applications solution adds recording and quality monitoring to the company's existing call routing, IP Telephony, multimedia, and speech recognition capabilities.

Powered by Cognos Business Intelligence (BI), Impact 360's reporting engine enables users to request reports directly from the WFO interface.  With Impact 360, one reporting system can produce WFO reports, as well as a range of other business reports.    

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