Witness Systems has announced that its software has been selected by IBM as a core solution for the ‘IBM CRM Showcase’, a specialised solutions demonstration facility operated by IBM Business Consulting Services.
The IBM CRM Showcase features Witness Systems’ contact centre workforce optimisation software as a key component of a fully integrated multi-channel contact centre solution, and demonstrates how the latest technology can be deployed to help manage contact centre agent effectiveness.
The objective of the IBM CRM Showcase is to serve as a business development tool for use with potential clients leveraging technology as an enabler, and demonstrating the business benefits of an integrated multi-channel approach to CRM. The Witness Systems workforce optimisation software was selected for its best-of-breed capabilities in such key functional areas as customer interaction recording, workforce management, performance management and e-learning. Witness Systems’ technology has been deployed as part of a number of showcase scenarios, including Incident Reporting and Management, and Managing Contact Centre Agent Effectiveness.
Tina Goodwin, international marketing director for Witness Systems pointed that ” IBM has selected our technology as its best-of-breed solution in workforce optimisation furthers our position as a field leader. Our solutions deliver a broad range of functionality, from compliance, high-volume and business-driven recording to workforce management, in-depth performance analysis and e-learning. Working alongside other solutions in the IBM CRM Showcase, we can clearly demonstrate the power of closed-loop performance optimisation and better identify key areas of value for IBM’scustomers .”
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