Witness Systems Releases Next Generation of 360 Workforce Optimization Software

Witness Systems expanded integrations and new functionality to its Impact 360 Workforce Optimization solution.  This second release of Impact 360 includes more tightly integrated functions across quality monitoring/full-time recording, workforce management, performance management and e-learning. 

Key additions include deeper e-learning process integration, targeted learning from key performance indicators (KPIs), one-touch drill down from scorecards to schedule adherence, and the addition of an ad-hoc reporting data model for performance management. 

Witness Systems has further evolved Impact 360 with the addition of new features and functionality.  The solution includes new performance management functionality.

Customers can use Impact 360 to drill through to adherence management details from adherence KPIs within the performance management software.   

The enhanced integration enables drill-down capabilities from the scorecard to the voice/screen interactions providing a broader, more detailed analysis for first-hand insight and perspective. 

Impact 360 has Cognos reporting capabilities including performance management - business users can create ad hoc query reports by dragging and dropping columns in the browser-based graphical user interface for more analysis of center performance. 

Impact 360 features one login to gain access to all appropriate WFO functions, one common graphical user interface for navigation between functions, and maintenance through a single point of agent database administration.  Impact 360 solutions and services also draw on a structured upgrade path and single support organization.