Witness Systems' Workforce Optimization Solution Enables LogicaCMG Helpdesk Analysts to Answer 90 Percent of Calls Within 10 Se
September 07 2006 - 9:25AM
Business Wire
Software supports 250 multi-skilled, helpdesk-based analysts in
providing efficient service to over 360,000 outsourced customers
Solution increases analyst satisfaction and retention, drives
productivity, enhances call routing and improves managerial
decision-making Witness Systems (NASDAQ: WITS), a leading global
provider of workforce optimization software and services, today
announced that LogicaCMG - a leading international computer
consultancy and a major international force in IT services - is
successfully using its workforce optimization (WFO) technology to
help develop a next generation approach for its outsourced customer
helpdesk service. Witness Systems' software enables LogicaCMG to
predict the type and volume of calls, calculate the availability of
resources, and ensure there is an accurate skills match across the
skill sets identified for successful sales and service. As a
result, LogicaCMG helpdesk analysts are now able to answer 90
percent of inbound calls within 10 seconds. LogicaCMG implemented
the workforce management component of Witness Systems' workforce
optimization solution at its Bridgend site, which staffs 250
helpdesk analysts who provide support and advice to its outsourced
customers. The solution was deployed in just four weeks, both on
time and on budget. In order to avoid any possible business
disruption, it was then rolled-out to LogicaCMG's 360,000
outsourced customers over a period of four months. Working closely
with Witness Systems' Consulting Network Professionals, LogicaCMG's
planning and scheduling managers were able to ensure a seamless
transition from its existing system to the new workforce management
solution. The combination of technology and efficient training has
enabled LogicaCMG to achieve significant performance results. The
company's multi-skilled analysts are answering 90 percent of calls
within 10 seconds, which results in a 30 percent decrease in
analyst resource requirements per 100 call hours. Notably, there
has also been a shift of workflow back into the contact center. For
example, because Witness Systems' workforce management solution
ensures that the right agents with the right skills are available,
more calls are resolved directly in the contact center, rather than
being passed on to second line support, such as a site visit by an
engineer. "After closely examining all the leading providers of
workforce management software, we selected Witness Systems based on
its vision and clear product roadmap, secure backing and capacity
to grow with us rapidly through our planned expansion - both in the
UK and internationally," comments Huw Williams, planning and
scheduling manager, LogicaCMG. "Instead of providing basic
troubleshooting and call logging functions, we are now finding
that, as a direct result of implementing the Witness Systems
solution, scheduling the right analysts with the right skills to
handle particular calls enables us to resolve more helpdesk queries
without referral. This has allowed us to significantly reduce the
time and cost it takes to address issues." Huw Williams continues,
"The system's superior level of granularity and intelligence
enables us to significantly differentiate ourselves when it comes
to delivering value-added services, and the Witness Systems team is
always there to offer valuable advice on how to use the software
more efficiently. Its workforce management provides valuable
insight into the powerful role that today's workforce optimization
best practices can play and has more than met our requirements -
especially in allowing us to move toward an entirely new level of
helpdesk capability and performance." "LogicaCMG's use of the
workforce management component of our Impact 360(TM) Workforce
Optimization solution clearly illustrates the business benefits and
impact it can have in fast-paced helpdesk environments," adds Chris
Manton-Jones, vice president sales, EMEA, Witness Systems. "We are
delighted that LogicaCMG leverages our technology to further build
upon its position in the IT services and wireless telecoms market.
It's an exciting time for the company, and we look forward to
working closely to provide a closed-loop workforce optimization
offering that can better identify key areas of value for both
LogicaCMG and its customers." About LogicaCMG LogicaCMG is a major
international force in IT services. It employs 30,000 people across
36 countries. LogicaCMG's focus is on enabling its customers to
build and maintain leadership positions using LogicaCMG's deep
industry knowledge and its track record for successful delivery.
The company provides business consulting, systems integration and
IT and business process outsourcing across diverse markets
including telecoms, financial services, energy and utilities,
industry, distribution and transport and the public sector.
Headquartered in Europe, LogicaCMG is listed on both the London
Stock Exchange and Euronext (LSE: LOG; Euronext: LOG). More
information is available from www.logicacmg.com. 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 features 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,
analyses 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. Additional risks that could
cause actual future results to differ materially from current
expectations include 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. 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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