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Witness Systems Impact 360 Now Rated "Avaya Compliant"

09-18-2006
  • Workforce optimization solution helps increase customer satisfaction,

Witness Systems, a leading global provider of workforce optimization software and services, announced that its Impact 360™ Workforce Optimization solution is compliant with Avaya Proactive Contact 3.0.

ATLANTA – Witness Systems (NASDAQ: WITS), a leading global provider of workforce optimization software and services, today announced that its Impact 360™ Workforce Optimization solution is compliant with key contact center solutions from Avaya (NYSE:AV), a leading global provider of business communications applications, systems and services. 

 

In addition to reducing costs associated with staffing, hiring and training in the contact center, the packaged Impact 360 Workforce Optimization solution powered by Avaya helps increase customer satisfaction and drive revenue growth. The solution now is compliance-tested by Avaya for compatibility with Avaya Proactive Contact 3.0.

 

An integrated part of the Avaya Customer Interaction Suite, Avaya Proactive Contact includes the world’s most accurate predictive dialer, call progress analysis tools, proactive health monitoring and management, unified administration and robust dialing algorithms – helping businesses reach customers more quickly and profitably.

 

"The ease of testing between Impact 360 and the new release of Avaya’s predictive dialer is a testament to how well the Witness Systems solutions integrate with Avaya products," said John Bourne, senior vice president of global product management, Witness Systems. "Businesses will benefit from Witness Systems’ support of new features in Proactive Contact 3.0 – such as the computer telephony integration (CTI)-based dialing option – because it provides a cost-effective solution to help them maximize their communications infrastructure."

 

Witness Systems is a Premier member of the Avaya DeveloperConnection Program – an initiative to develop, market and sell innovative third-party products that interoperate with Avaya technology and extend the value of a company’s investment in its network. As a member of the program, Witness Systems is eligible to submit products for compatibility testing by the Avaya Solution Interoperability and Test Lab in Lincroft, N.J. There a team of Avaya engineers develops a comprehensive test plan for each application to verify whether it is Avaya compliant. Doing so ensures businesses can confidently add best-in-class capabilities to their network without having to replace their existing infrastructure—speeding deployment of new applications and reducing both network complexity and implementation costs.

 

"By offering compliance testing to the many innovative companies like Witness Systems who are members of our DeveloperConnection program, Avaya promotes fully interoperable solutions that help businesses unleash powerful new possibilities," said Eric Rossman, vice president, developer relations and technical alliances, Avaya. "They are able to use Intelligent Communications to connect employees and customers to information from wherever they are, over whatever device they have available – getting more out of their multivendor network and delivering new value to their bottom line."

 

About Avaya
Avaya Inc. designs, builds and manages communications networks for more than 1 million businesses worldwide, including over 90 percent of the FORTUNE 500®. Focused on businesses large to small, Avaya is a world leader in secure and reliable Internet protocol (IP) telephony systems and communications software applications and services.

 

Driving the convergence of voice and data communications with business applications - and distinguished by comprehensive worldwide services - Avaya helps customers leverage existing and new networks to achieve superior business results. For more information visit the Avaya website: www.avaya.com. For more information on the Avaya DeveloperConnection Program, visit www.devconnectprogram.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™ 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, 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
 

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