Healthcare Industry Continues to Gain Operational Efficiencies, Enhance Service Quality and Heighten the Customer Experience wit
April 23 2007 - 7:30AM
Business Wire
Witness Systems (NASDAQ: WITS), a leading global provider of
workforce optimization software and services, today announced that
a regional healthcare provider has implemented its Impact 360�
Workforce Optimization solution. The organization joins other
prominent companies in the healthcare market that already use
Witness Systems� software for regulatory compliance, quality
assurance, workforce management, training and performance
management purposes including Kaiser Foundation Health Plan of
Georgia, Keystone Mercy Health Plan, Liberty Health, Maximus, Inc.,
Philips Medical Systems, Tenet Healthcare Corporation and Tufts
Health Plan. Recognized as a proven leader in delivering managed
care for the public sector, the regional healthcare provider offers
a wide range of healthcare services. During the selection process,
a key deciding factor was Impact 360�s unified software platform,
which draws on a single source for support, service and maintenance
� thereby lowering total cost of ownership. According to industry
experts, healthcare providers in today�s competitive and highly
regulated market are maintaining an emphasis on capturing the
complete customer view including demographics, preferences and
interaction data. Historically, organizations have focused on
implementing reporting tools to gain this type of information.
While this approach does provide optimal efficiency, it does not
include the benefits associated with adding a mix of quality
monitoring/full-time recording and analytics solutions into the
organization�s overall customer service strategy. In doing so,
healthcare providers are better equipped to optimize relationships
on a more constant basis. In deploying a true workforce
optimization solution � quality monitoring, workforce management,
eLearning and performance management � the organization immediately
saw Impact 360�s deep business integrations across these functions
as a core asset. With Impact 360 as the foundation to how it
approaches service delivery and optimizes its workforce, the
healthcare provider is executing on its focus around delivering
high-caliber customer experiences, balancing operating costs and
growing top-line revenue, while collecting, reporting and acting
upon valuable customer feedback and process enhancements to
continually improve operations. The solution also supports its
responsibility and commitment to delivering factual, consistent,
timely and quality healthcare services. About Impact 360 Impact 360
is the market�s most complete workforce optimization solution,
unifying software and services for quality monitoring,
compliance/full-time recording, workforce management, performance
management and eLearning under a framework that provides a single
user interface and centralized administration and reporting.
Operating in traditional, IP and mixed telephony environments, it
maximizes the information flow within enterprises, businesses, call
centers and back-office operations � providing deep insight into
workforce performance, customer interactions and service processes,
while driving cost savings, strategic decision-making and
competitive advantage. 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
this analysis, to honing employee skills to meet those goals. 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, eLearning and customer feedback. 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. Cautionary Note
Regarding Forward-looking Statements: Information in this release
that involves expectations, plans, intentions or strategies
regarding the future are forward-looking statements that are not
facts and involve a number of risks and uncertainties. They are
identified by words such as "will," "anticipates," "expects,"
"intends," "plans," "believes," "estimates," and similar
expressions and statements about present trends and conditions that
may extend into the future. These statements are based upon
information available to Witness Systems as of the date of this
release, and the company assumes no obligation to update any such
forward-looking statement. Forward-looking statements believed true
when made may ultimately prove to be incorrect. These statements
are not guarantees of future performance and are subject to risks,
uncertainties and other factors, some of which are beyond our
control and may cause actual results to differ materially from our
current expectations. Some of the factors that could cause actual
future results to differ materially from current expectations
include the company's ability to compete successfully in the
future; the risks associated with new product introductions and
customer acceptance of those products; fluctuations and changes in
customer demand and preferences; the rapid technological change
characteristic of the company's markets; the company's ability to
manage its growth; the ability of the company to complete and
integrate successfully any acquisitions or investments it may make;
strategy and execution risks relating to acquisitions and
investments; the timing of orders; the risks associated with
international sales as the company expands its markets, including
the risks associated with foreign currency exchange rates; the
successful completion of the acquisition by Verint Systems Inc.;
the risk of management distraction and other consequences that
might result from the review of certain option grants and option
granting practices described in the Current Report on Form 8-K
filed by the Company on August 11, 2006 and related developments,
as well as other risks identified under the caption "Management's
Discussion and Analysis of Financial Condition and Results of
Operations" in the company's Form 10-K for the year ended December
31, 2006 as filed with the Securities and Exchange Commission.
Witness, Impact 360, Improve Everything and the Witness logo are
the trademarks (registered or otherwise) of Witness Systems, Inc.
protected by laws of the U.S. and other countries. All other
trademarks mentioned in this document are the property of their
respective owners.
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