Witness Systems Delivers Enhancements, Drives Down Total Cost of Ownership for IP Recording
July 25 2006 - 8:30AM
Business Wire
Market-Leading Impact 360 Solution Continues to Support Enterprise
and Contact Center IP Growth Witness Systems (NASDAQ: WITS), a
leading global provider of workforce optimization software and
services, today announced enhanced functionality to its Impact
360(TM) IP Recording solution. Featuring tripled channel capacity,
unified recording management and a centralized administration tool,
all supported on industry standard PCs, customers can protect their
technology investments, while helping ensure a smooth migration
from TDM to IP telephony platforms. Customer uptake of the
company's industry leading IP telephony recording solution
continues to build. "As a third-party administrator of long-term
care insurance, our business needs require a full-time recording
solution," said Jim Rogers, vice president and chief information
officer, LifeCare Assurance Company. "Impact 360 IP Recording helps
us meet our recording, archival and retrieval needs, saving both
time and money. Our representatives handle thousands of calls from
insurance agents monthly, and Impact 360 IP Recording gives us the
technology to capture and store data that is critical to our daily
operations." Industry Research Reinforces IP Growth The findings in
a recent survey conducted by InformationWeek Research indicate that
55 percent of the general business technology professionals polled
are currently installing or have already installed VoIP beyond the
pilot stage. This growth statistic complements additional research
conducted by the Yankee Group, where the firm reports in "Migration
Costs, Vendor Loyalty and Need for 'Agents Anywhere' Define Contact
Center VoIP Adoption Plan," published in June 2006, that 38 percent
of contact centers are currently researching and investigating IP
products and services. By 2008, the organizations surveyed in the
same Yankee Group study anticipate VoIP penetration of agent seats
will exceed 60 percent. Impact 360 IP Recording Enhancements
Designed for interactions that occur in enterprise and contact
center environments, Witness Systems' Impact 360 now features TDM
and IP recording under a single management tool. As always, the
solution operates across IP, TDM and mixed telephony networks -
helping customers ensure all their calls are recorded whether for
compliance and liability, sales verification or quality assurance
purposes. Further, Impact 360 IP Recording allows the recording of
SIP-based calls - increasingly the protocol of choice - which
enables the solution to cover a wide selection of vendors. Also new
to Impact 360 IP Recording is tripled channel capacity, which
results in fewer servers required and therefore a lower total cost
of ownership. Further, the solution introduces centralized
administration capabilities, which provide access to all the vital
Impact 360 IP Recording configuration settings, allowing customers
to centrally manage all of their Impact 360 recorders regardless of
location. The ability to monitor alarms and copy recorder
configurations from one system to another makes this a valuable,
time-saving tool for IT users, providing them a holistic view of
their entire recording infrastructure from a single location. About
Impact 360 Impact 360 is the market's most complete workforce
optimization solution, unifying software and services for quality
monitoring/full-time recording, workforce management, performance
management and e-learning under a framework that provides a single
user interface and centralized administration. Operating in
traditional, IP and mixed telephony environments, it maximizes the
information flow within enterprises, businesses and call centers,
providing deep insight into workforce performance, caller
interactions and customer service processes. In addition to
ensuring business compliance and liability needs are met, Impact
360 enables companies to drive revenue and cost savings, and
provide valuable caller/customer insight for strategic
decision-making and competitive advantage. A flexible,
software-only solution for full-time compliance, dispute resolution
and sales verification recording, as well as quality assurance,
Impact 360 IP Recording: -- Shares a common architecture with
Witness Systems' Impact 360 TDM Recorder, protecting users'
investments as they modernize and change their network
infrastructure, including transitioning to IP telephony and a
virtual work model. -- Records contacts in their entirety,
automatically or on-demand. -- Scales from a single location to a
distributed, multi-site enterprise - capturing up to 100 percent of
interactions and assigning contact attributes for easy
identification and reference. -- Includes a single unified database
that enables easy searches for specific interactions and the
ability to export contacts and share them with other individuals
and/or departments. -- Offers enhanced long-term storage to comply
with industry, government or corporate requirements. 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(TM) solution unifies quality monitoring,
compliance and IP recording, workforce management, performance
management and e-learning. Primarily 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 Witness Systems' 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 "anticipates," "expects,"
"intends," "plans," "believes," "estimates," and similar
expressions. 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 fluctuations in
customer demand and the timing of orders; the company's ability to
manage its growth; the risk of new product introductions and
customer acceptance of new products; the rapid technological change
which characterizes the company's markets; the risks associated
with international sales as the company expands its markets,
including the risks associated with foreign currency fluctuations;
the ability of the company to complete and integrate successfully
any acquisitions or investments it may make; and the ability of the
company to compete successfully in the future, 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, 2005 and its
Form 10-Q for the quarter ended March 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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