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September 2003
Saddletree Research offers observations from the recent ICCM trade show and discusses several
product announcements and introductions.
September 2003
Saddletree Research views eQuality Producer, Witness Systems' newly announced e-learning program
that provides training in the form of captured customer interactions that are edited and customized,
as further proof of Witness Systems' demonstrable understanding of the needs of the
contemporary contact center.
April 2003
With a stroke of a pen the acquisition
signoff on Witness Systems and Eyretel became
history creating a larger and stronger worldwide
presence in the call center management and
monitoring market. As a subset of a huge
industry – simply the call or contact
center market - more known for its murders
and acquisitions than mergers and acquisitions
we feel that this marriage might be one
to make it, hopefully happily for customers,
employees, and shareholders alike.
March 3, 2003
Saddletree Research believes the greatest value inherent in Witness Systems’ acquisition of Eyretel comes with the global presence that Witness will immediately gain. We believe that Eyretel does the majority of its business in the European market with an estimated 50-plus percent of its customer sites located in that region.
February 27, 2003
For prospects, the combined company offers a broad suite of software, hardware and services for improving contact center performance. Once Witness discloses its plans for reconciling the overlap between the two vendors’ QA software, Witness belongs on the short list for enterprises evaluating contact center performance optimization solutions.
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