Arrowhead Credit Union Deploys eQuality Software from Witness Systems.Business Editors/High-Tech Writers Call Center Demo & Conference 2003 Booth #E7 ORLANDO, Fla. & ATLANTA--(BUSINESS WIRE)--May 9, 2003 California California (kăl'ĭfôr`nyə), most populous state in the United States, located in the Far West; bordered by Oregon (N), Nevada and, across the Colorado River, Arizona (E), Mexico (S), and the Pacific Ocean (W). Credit Union Joins Growing Number of Companies Taking Advantage of Specially Bundled Mid-Market Offering for Customer Interaction Recording and Performance Evaluation Performance evaluation The assessment of a manager's results, which involves, first, determining whether the money manager added value by outperforming the established benchmark (performance measurement) and, second, determining how the money manager achieved the calculated return Witness Systems (NASDAQ NASDAQ in full National Association of Securities Dealers Automated Quotations U.S. market for over-the-counter securities. Established in 1971 by the National Association of Securities Dealers (NASD), NASDAQ is an automated quotation system that reports on : WITS), a leading global provider of performance optimization software Free and Open Source software
San Bernardino (săn bûr'nədē`nō), city (1990 pop. 164,164), seat of San Bernardino co., S Calif., at the foot of the San Bernardino Mts.; inc. 1854. , Calif. Other Witness Systems customers from a variety of industries are already benefiting from this offering, including Saab Cars USA and Zomax Zomax® Zomepirac, see there Incorporated. The Witness Systems "Express" offering is comprised of the eQuality Balance voice/data customer interaction recording solution and eQuality Evaluation performance reporting software The following is a list of notable reporting software. Commercial software
n the minimal expenditure of dollars, time, and other elements necessary to achieve the health care result deemed necessary and appropriate. solution for capturing customer intelligence and optimizing workforce performance to help ensure consistent, quality service, as well as promote staff development and process improvements. Arrowhead Credit Union implemented the eQuality Express offering to capture customer interactions and evaluate the performance of its customer sales/service representatives (CSRs). The company's contact center employs 37 CSRs, who are responsible for handling calls from credit union members regarding their accounts and other financial services The examples and perspective in this article or section may not represent a worldwide view of the subject. Please [ improve this article] or discuss the issue on the talk page. , including a variety of loan products, insurance, certificates of deposit (CDs) and investments. "We invested in eQuality to further demonstrate our commitment to excellent member service," said Ellen Lines, call center manager for Arrowhead Credit Union. "We pride ourselves on being trusted financial advisors, so we have to ensure that we provide accurate information to our members. With the Express offering, we can perform a complete quality assessment to ensure that our agents meet or exceed our members' needs and expectations." In addition to customer service enhancements, Arrowhead Credit Union also anticipates making process improvements in the areas of training and operations, including expanding quality monitoring to e-mail and Web chat interactions. "We're excited about our partnership with Witness Systems and expect to experience a rapid return on our investment in the eQuality Express offering." "The mid-market is an important area of focus for us, and we're seeing this program gain momentum," said Nancy Treaster, senior vice president of global marketing for Witness Systems. "With Express, companies with small- and mid-sized contact centers can achieve the same benefits - such as reduced costs, increased revenue and high customer satisfaction - that larger contact centers have seen by implementing our customer interaction and performance analysis solutions." About Arrowhead Credit Union Arrowhead Credit Union was established in 1949 and serves over 129,000 members in the Inland Empire In·land Empire A region of the northwest United States between the Cascade Range and the Rocky Mountains, comprising eastern Washington, eastern Oregon, northern Idaho, and western Montana. Farming, lumbering, and mining are important to the area. . Arrowhead has over $670 million in assets and 19 branches located in Riverside and San Bernardino Counties. Arrowhead Credit Union is committed to providing members with the ultimate financial experience through premier member service, convenient branch locations, and a variety of low-cost products and services to meet the financial needs of every member. The Arrowhead family is made up of Arrowhead Credit Union, Arrowhead Trust Incorporated, Arrowhead Financial Group and CU Insurance Services. About Witness Systems Witness Systems (NASDAQ: WITS) provides the contact center industry's first integrated performance optimization software suite to help global enterprises capture customer intelligence and optimize optimize - optimisation workforce performance. Comprised of business-driven and/or full-time customer interaction recording, performance analysis and e-learning management applications, the browser-based eQuality(R) solution is designed to enhance the quality of customer contacts across multiple communications media, including the telephone, e-mail and Web. The closed-loop suite enables companies to record, evaluate, analyze and learn from customer contacts and the touch points they use to develop staff, generate revenue, reduce costs, and achieve greater customer retention and loyalty - all by sharing captured customer and business intelligence throughout the entire organization. An integrated business consulting, implementation and training methodology provides services to support an effective, rapid deployment of eQuality that enables organizations to maximize their return on investment. For additional information about Witness Systems and its eQuality software suite, visit www.witness.com. Cautionary Note Regarding Forward-looking Statements forward-looking statement A projected financial statement based on management expectations. A forward-looking statement involves risks with regard to the accuracy of assumptions underlying the projections. Under the Private Securities Litigation Reform Act The Private Securities Litigation Reform Act of 1995 (PSLRA) implemented several significant substantive changes affecting certain cases brought under the federal securities laws, including changes related to pleading, discovery, liability, class representation and awards fees and of 1995: Information in this release that involves Witness Systems' expectations, beliefs, hopes, plans, intentions or strategies regarding the future are forward-looking statements that involve risks and uncertainties. These statements include statements about Witness Systems' strategies in the marketplace, its market position and its relationship with customers. All forward-looking statements included in this release are based upon information available to Witness Systems as of the date of the release, and the company assumes no obligation to update any such forward-looking statement. These statements are not guarantees of future performance and actual results could differ materially from our current expectations. The factors that could cause actual future results to differ materially from current expectations include, but are not limited to, fluctuations in customer demand and the timing of orders; the company's ability to manage its growth; the risk of new product introductions and customer acceptance of new products; the rapid technological change which characterizes the company's markets; the risks associated with international sales as the company expands its markets, including the risks associated with foreign currency fluctuations; the ability of the company to complete successfully any acquisitions or investments it may make; and the ability of the company to compete successfully in the future, as well as other risks identified under the caption "Management's Discussion and Analysis Management's discussion and analysis (MD&A) A report from management to shareholders that accompanies the firm's financial statements in the annual report. It explains the period's financial results and enables management to discuss topics that may not be apparent in the financial of Financial Condition and Results of Operations" in the company's Annual Report on Form 10-K Form 10-K A report required by the SEC from exchange-listed companies that provides for annual disclosure of certain financial information. Form 10-K See 10-K. for the fiscal year ended December 31, 2002, and any other reports filed from time to time with the Securities and Exchange Commission. Witness, eQuality and the Witness logo are United States United States, officially United States of America, republic (2005 est. pop. 295,734,000), 3,539,227 sq mi (9,166,598 sq km), North America. The United States is the world's third largest country in population and the fourth largest country in area. registered trademarks of Witness Systems, Inc., protected by laws of the U.S. and other countries. All other trademarks mentioned in this document are the property of their respective owners. |
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