Witness Systems expands e-learning solution, partners with phasient. (Strategic Alliances).

Witness Systems, which offers performance optimization software and services, recently announced it has entered into an e-learning partnership with Phasient Learning Technologies, an e-learning technology company, to offer simulation capabilities for contact center training programs. Through the relationship, Witness Systems plans to broaden its e-learning offering with solutions that complement its eQuality Now software, which was designed to deliver training tailored to contact center and individual customer sales/service representative (CSR) needs. Leveraging the eQuality Now e-learning solution with Phasient's simulation technology, customers can be better positioned to benefit from the ability to develop CSRs and expand their skills, support career pathing and increase staff retention, while helping improve the quality and consistency of customer vice. The partnership between Witness Systems and Phasient was forged to enable joint customers to enhance customer experiences by more quickly assessing CSR le arning requirements and providing simulation-based learning content. With Phasient's SimCustomer solution, users can benefit from a full-function call simulator that allows CSRs to interact with realistic "customers," enter text and progress through screens using the system's keystroke navigation. The company's SimBuilder solution is a "drag and drop" style development tool that enables simulations to be created more quickly and easily with no special programming skills needed. Phasient's SimCustomer call simulator and SimBuilder development tool were designed to help create and implement simulations that teach a company's best practices by using its own customer situations. www.witness.com/www.phasient.com