Witness Systems' eQuality Software Completes Siebel 99 Validation.Business Editors ATLANTA--(BUSINESS WIRE)--May 17, 2000 Contact Centers Benefit From Fully Validated eBusiness Solutions Witness Systems, Inc. (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 provider of recording and analysis software that enables companies to enhance customer interactions across multiple communications media - announced today that its eQuality(TM) software suite, version 5.12, has successfully completed Siebel 99 Validation through the Siebel Validation Program conducted by Siebel Systems Siebel is a brand name of Oracle Corporation. Siebel Systems, Inc., founded by Thomas Siebel in 1993, was principally engaged in the design, development, marketing and support of CRM applications. , Inc. (NASDAQ: SEBL SEBL Siebel Systems, Inc. (stock abbreviation, AMEX) ), the world's leading supplier of eBusiness application software. Witness Systems, a Siebel Premier Software Partner, is the first supplier of contact center multimedia customer interaction recording and performance analysis software to integrate and complete validation with Siebel Call Center. Witness Systems' eQuality software suite now carries the distinction of being "Siebel 99 Approved." As part of its alliance with Siebel Systems, Witness Systems built the integration between its eQuality solutions and Siebel eBusiness Applications. "With Witness Systems' eQuality suite's validated integration with Siebel eBusiness Applications, joint customers can now benefit from enhanced sales and service capabilities," said Russell Brown Russell Leslie Brown (born September 17, 1951) is a Scottish Labour Party politician. He is Member of Parliament for Dumfries and Galloway. Russell Brown was born in Annan, Scotland, and attended the local Annan Academy. , vice president of business development for Witness Systems. "Our eQuality suite enables companies to record key interactions to help gauge service delivery effectiveness, while encouraging agents to maximize the technology resources available to them. With our solutions at their fingertips "Fingertips" is a 1963 number-one hit single recorded live by "Little" Stevie Wonder for Motown's Tamla label. Wonder's first hit single, "Fingertips" was the first live, non-studio recording to reach number-one on the Billboard Pop Singles chart in the United States. , customers are now well equipped to proactively optimize customer relationship management initiatives by focusing on their people, processes and technologies." Siebel Call Center empowers customer sales/service representatives (CSRs) to offer on-demand sales and service assistance, including comprehensive information profiles about customers, accounts, products, past purchases, current opportunities, outstanding quotes, service records and service level agreements. These capabilities enable CSRs to recommend products and services proactively, follow an automated business process Many computer systems are available in the commercial marketplace that address the various aspects of Business Process Management. Most address one specific set of functionality; for instance, some allow the processes to be mapped (see Business Process Mapping) and documented (such as workflow to resolve service inquiries, and act upon opportunities to up-sell and cross-sell. "Siebel Systems is focused on delivering innovation solutions for our customers' business initiatives," said Michael Straub, director of alliances technical services at Siebel Systems. "The combination of Witness Systems' eQuality and Siebel eBusiness Applications has passed our stringent validation testing. This gives our joint customers added confidence that our integrated products can maximize their ability to evaluate their staff resources and business process." eQuality Records Critical Siebel Contact Center Interactions eQuality can trigger recording of select customer interactions based on user-defined business rules and the entry of information into select fields of the Siebel eBusiness Applications. eQuality's business-driven recording allows a company to record the customer interactions deemed most critical to its business initiatives - such as key customers, sales for a certain product and effectiveness of a new campaign. In addition to automated recording based on the content entered into specified Siebel Systems fields, CSRs themselves can trigger the recording of interactions using the Witness Systems-supplied toolbar A row or column of on-screen buttons used to activate functions in the application. Many toolbars are customizable, letting you add and delete buttons as required. Toolbars may be fixed in position or may float, which means they can be dragged to a more convenient location in the that is incorporated into the Siebel eBusiness Applications' graphical user interface graphical user interface (GUI) Computer display format that allows the user to select commands, call up files, start programs, and do other routine tasks by using a mouse to point to pictorial symbols (icons) or lists of menu choices on the screen as opposed to having to . This integration allows organizations focused on customer loyalty to evaluate service delivery, enhance CSR (1) (Customer Service Representative) A person who handles a customer's request regarding a bill, account changes or service or merchandise ordered. Agents in call centers are known as CSRs. See call center. performance, gauge business process effectiveness, and maximize return-on-investment for their customer-facing service initiatives. Recording and Performance Analysis Optimizes CRM (Customer Relationship Management) An integrated information system that is used to plan, schedule and control the presales and postsales activities in an organization. Processes For joint users of Witness Systems and Siebel eBusiness Applications, this tested and proven integrated solution helps effectively evaluate their people, processes and technologies to optimize CRM initiatives. Implementing Witness Systems' eQuality solutions in conjunction with Siebel eBusiness Applications allows companies to record and evaluate not only the quality of CSR voice interactions with customers - for coaching, training and skill development purposes - but also to follow CSRs through their navigation of the Siebel eBusiness application suite to ensure it is used to its fullest potential. Additionally, companies can evaluate their business process effectiveness, develop new customer service strategies, such as Web-based sales/support, and track trends and opportunities. Examining a company's customer interactions provides valuable insight into the quality and effectiveness of service delivery. The Siebel Alliance Validation Program The Siebel Validation Program was established to validate integrated, complementary software solutions and drive them into the marketplace. Through the program, Siebel Systems evaluates and documents integrated third-party solutions, which must pass rigorous technical scrutiny to achieve "Siebel Approved" status. By choosing partner solutions that have been validated with Siebel eBusiness Applications, customers are assured of the highest levels of interoperability The capability of two or more hardware devices or two or more software routines to work harmoniously together. For example, in an Ethernet network, display adapters, hubs, switches and routers from different vendors must conform to the Ethernet standard and interoperate with each other. and significantly reduced integration costs. Validation testing covers a wide range of technical and customer satisfaction criteria, including integrated functionality, ease of installation, documentation, data integrity and security. For joint users, the integration's benefits translate into competitive advantage, shortened sales cycles, increased revenue and improved customer satisfaction. About Siebel Systems Siebel Systems, Inc. (NASDAQ: SEBL) is the world's leading provider of eBusiness application software. Siebel Systems provides an integrated family of eBusiness application software enabling (programming) software enabling - (Or "enabling") Modification of the design or implementation of software to allow internationalisation to take place. In particular, enabling may refer to the modification of software to support double-byte character sets, hence "Unicode multi-channel sales, marketing and customer service systems to be deployed over the Web, call centers, field, reseller An organization that sells hardware and software to the general public. Resellers purchase products from software publishers and hardware manufacturers. channels, retail and dealer networks. Siebel Systems' sales and service facilities are located in more than 28 countries. For more information, please visit www.siebel.com. About Witness Systems Witness Systems, Inc. (NASDAQ: WITS) is a leading provider of recording and analysis software that enables companies to enhance their customer interactions across multiple communications media. Its eQuality(TM) suite of products is designed to further extend the ability to record, evaluate and analyze complete customer contact based on user-defined business rules. Witness Systems' software is deployed by contact center managers as a training tool to improve the performance of agents and as an evaluation tool to gauge business process effectiveness - all in an effort to help companies deliver world-class service. Results from these recordings can then be combined with other service delivery metrics metrics Managed care A popular term for standards by which the quality of a product, service, or outcome of a particular form of Pt management is evaluated. See TQM. , enabling organizations to monitor and analyze their sales and service performance. Witness Systems has installed its products in a multitude of industries worldwide, including automotive, 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. , healthcare, hospitality, insurance, outsourcing (1) Contracting with outside consultants, software houses or service bureaus to perform systems analysis, programming and datacenter operations. Contrast with insourcing. See netsourcing, ASP, SSP and facilities management. , publishing, retail, telecommunications, travel and utilities. Witness Systems' news, product and service information is available on the World Wide Web at www.witness.com or by calling 770.754.1900. 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. in this release are made based on beliefs as well as assumptions made by, and information currently available to, management pursuant to `safe-harbor' provisions of 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. While these statements reflect our best current judgment, they are subject to risks that could cause a change in focus and direction. A discussion of certain risks that may cause actual results to differ from these forward-looking statements can be found on Witness Systems' 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. filed on March 24, 2000 with the Securities and Exchange Commission. eQuality is a trademark of Witness Systems, Inc. All other trademarks mentioned in this document are the property of their respective owners. |
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