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November 2002
In conjunction with the
Market Engineering Leadership Award 2002
, Frost & Sullivan cited in its North American Agent Performance Optimization Software Markets report that Witness Systems increased market share in the North American quality monitoring market – retaining its number one position.
As part of this report Frost & Sullivan highlights Witness Systems leadership
position and the innovation of the eQuality®
software, citing the eQuality suite as, “feature-rich
core customer interaction recording software”
and part of a larger solution set comprised of
a “well-integrated suite of applications
sold in conjunction with quality, forming a compelling
agent performance optimization suite.”
October 2002
Aberdeen Group, a leading IT market analysis and
positioning services firm, featured Continental
Airlines’ implementation of Witness Systems’
eQuality software in their recent study entitled,
What Works: Ten Significant Implementations
in CRM/Call and Contact Centers.
Aberdeen found that “Continental Airlines’
experience with an effective implementation of
a quality monitoring and performance management
system is an important ‘leading indicator’
things to come in the contact center market.”
September 2002
Quality monitoring vendors, such as Witness Systems,
can also monitor chat conversations if this option
is not available from your chat vendor. Quality
monitoring is also important from an agent productivity
standpoint — are the agents using the tools
available in the most effective way?
August 2002
“The performance scorecard represents another
advancement in the developing Performance Optimization
market segment. Witness Systems was among the
first companies in the industry to recognize the
emerging trend toward products that optimize contact
center operations, and the company continues to
build products that address that need. eQuality
Analysis addresses the problem of bringing together
disparate information from many contact center
sources and creating a central repository of usable
information. The eQuality Analysis product’s
scorecard functionality takes performance optimization
to the next level and represents a unique offering
in an increasingly competitive market niche.”
July 2002
“Witness Systems - Customers of this quality monitoring vendor are quick to praise the system that records and analyzes interactions between customers and call center agents. Now the company is also recording Website visits, which represents a great opportunity to grow this specialty business.”
July 2002
“Companies using an ERMS should check with
the quality monitoring vendor in place for agent
phone calls to see if the vendor has a similar
product offering for monitoring emails. Witness
Systems, for example, offers eQuality Response,
with packaged integrations to major email response
products. Using the specific “begin message”
and “end message” commands in the
ERMS, eQuality Response enables support management
to record and evaluate particular email interactions,
as well as analyze how effectively agents are
using the software.”
July 2002
“In the rapidly growing contact center performance
optimization business, the ultimate solution is
proving to be a software suite. Witness Systems,
Inc., a leading provider of multimedia recording
and analysis tools for the contact center, developed
its market leadership in the business-driven voice
and data monitoring market with its eQuality Balance
product several years ago. Witness has subsequently
developed a broad suite of applications for monitoring
multi-channel transactions, including chat, email,
and self-help. In addition, the company provides
call center agent evaluation software, e-learning
tools for customer service representatives, and
performance analysis tools.”
June 2002
Witness Systems, Inc.
- Distinguished Performance in a Wilting Software
Market
“RFG believes the evaluation of a company's
longevity and future success cannot be fully assessed
without extensive examination of a broad array
of critical business indicators. Witness Systems
epitomizes a company with many of the indicators
pointing in the proper direction. IT executives
evaluating the risks and challenges of selecting
or dealing with an application or equipment vendor
should seek out such companies by digging below
the headlines and top level financial reports.
They should complete a vendor risk analysis based
a complete examination of its product line(s),
revenue streams, competitive nature and ability
to sustain growth during weak economic periods.”
June 2002
“Publicly held companies that are emerging as leaders in this new Optimization field include Witness Systems, whose eQuality Analysis product lets users combine data from several sources to gain a comprehensive understanding of contact center performance.”
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