Witness Systems announces enhancements to Impact 360.

Witness Systems, a provider of workforce optimization software and services, has announced enhanced functionality to its next-generation workforce management solution. Impact 360 Workforce Management features new business integrations, along with capabilities that allow organizations to enhance scheduling, streamline management and gain efficiencies as they coordinate their in-house and outsourced contact center operations. Other additions to the software include advancements in partial shift swapping, reporting, planning and administration.

New to Impact 360 Workforce Management are features designed to help contact center management more effectively schedule and better coordinate with outsourcers. For organizations that share calls across internal and outsourced centers that may be using other workforce management solutions, making decisions with a complete picture of the workload and available resources presents a significant challenge.

For more comprehensive coordination, Impact 360 Workforce Management enables users to share the forecasted workload and/or required staffing with outsourced centers, as well as load the outsourcer's planned staffing back into Impact 360. With the added outsourcer staffing information, accurate service-level forecasts are based on a complete model that quickly identifies intervals of under- or over-staffing. Such information can then be used in a variety of planning and intra-day schedule management decisions such as the placement of meetings and training, the authorization of overtime and the decision to offer voluntary time off.

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www.witness.com