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June 2005
"In a largely technology-driven market, Witness Systems is one of the best at conducting market research and listening to customer needs. The company is well ahead of the curve in recognizing that recording solutions have applications well beyond contact centers, a direct result of customer feedback."
May 2005
"The combination of Witness Systems and Blue Pumpkin likely will be powerful. Using the two companies' integrated software will allow contact centers to increase the productivity of agents and improve the customer service delivered through call centers."
March 2005
"Witness Systems decision to acquire Blue Pumpkin is a leading indicator of the natural evolution of a market and is good news for customer interaction centers looking to streamline operational costs and processes… We believe that Witness - a leading vendor of quality monitoring (QM), e-learning and performance management (PM) software - will become the market- and mind-share leader in the emerging CIC software market for production value management (PVM)… The prospect of single-sourcing a PVM to beleaguered and overburdened CICs is a coup-de-grace market opportunity for Witness."
March 2005
"During 2004, Tern Systems reported that we [Witness Systems] have a dominant share of the global quality monitoring market. Witness Systems had almost 50% of the total shipments and installed base of systems and CSRs, more than twice the closest competitor."
March 2005
"Witness finds itself in the enviable position of being the first company in the industry to be able to provide a complete, fully-featured Workforce Optimization solution suite. Saddletree believes this to be a significant event that will prove to have historical implications as the rest of the market scrambles to establish competitive product and marketing strategies. Witness Systems has leveraged its sound financial management and business sense to make an acquisition that Saddletree believes will prove to be among the most important transactions of the decade."
March 2005
"The combination of these two technologies [Witness Systems and Blue Pumpkin] is brilliant in terms of solving the top two contact center challenges: quality and productivity. The market will be very well served by this union."
March 2005
"Witness Systems' acquisition of Blue Pumpkin marks a significant step forward in the evolution of the space. There are instances of value delivered by the exchange of information between the core sectors of quality monitoring and workforce management. Examples of the value delivered by this integration include the ability to track and evaluate agent quality and performance using schedule adherence data, in addition to using schedule information to initiate quality recordings and to increase the effectiveness of workforce schedules by taking into account agent training schedules. This is only the beginning of what is possible with an integrated suite. The merger is a first step in transforming that possibility into a reality."
March 2005
"The combination of quality monitoring and workforce management, the two best known components of workforce optimization technologies (WOT), by two of the best known vendors will make Witness Systems' a 'must review' option for call center managers."
January 2005
"When integrated, the combined applications move contact center operations toward a technology platform that enables better control of annual labor expenses, increases productivity and improves customer service… Prospects of either company (should) expand the selection process to include the footprint of both companies: mainly in workforce management, quality monitoring, analytics and e-learning. Even if some of these processes are not a high priority today, it provides the opportunity to grow into the complete solution over time."
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