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| Home - Industry Article - Jan 06 Issue |
The Prospects for 2006 Look Favorable
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It's been a busy year for Witness Systems. The company conducted the acquisition of Blue Pumpkin; launched a market-defining solution, which has ignited the development of a new industry segment; and presided over the close of the NASDAQ, commemorating its five-year anniversary on the stock exchange.
Expectations for 2006
Witness Systems will continue to extend and develop its workforce optimization (WFO) platform to include deeper and broader solution capabilities that optimize the customer service value chain for our global customers. With momentum around and demand for Impact 360 solution, it will deliver substantial enhanced capabilities derived from its new packaged solutions. Its customers and partners see an even greater value proposition working with a single vendor that can provide significant economic, customer support and solution integration benefits. We will stay in the forefront of new optimization technology for emerging growth markets such as IP Telephony, measuring customer service and actionable learning. The company has always been regarded as the technology and thought leader for its market, and takes that responsibility seriously.
The prospects for 2006 look favorable, as companies continue to prioritize customer service, retention and revenue growth as key business drivers. Earlier this year, we introduced our workforce optimization (WFO) solution and in doing so, it changed the playing field by redefining how the two foundation segments of WFO are packaged and sold - combining both performance management and e-learning capabilities, along with services, as standard features in its quality monitoring and workforce management solutions. Offering customers a single end-to-end solution for optimizing workforce performance breaks new ground for organizations striving to mange their personnel effectively, as well as capitalize on the valuable information captured through customer interactions. The largest challenge really ties into the biggest opportunity for the company: educating organizations on the benefits of its WFO solution (single GUI, single database, single system administration and single security; easier installation and implementation; reduced learning curves and training expenses; lower maintenance and software expenses - all of which translate into lower total cost of ownership and a faster ROI, not to mention solutions/services that draw on a structured upgrade path and single support organization).
Technologies to Dominate
According to research conducted by Datamonitor, workforce optimization (WFO) is a global market projected to reach $1 billion in 2006. While Witness Systems drives the new WFO market, it will continue to take shape and form over the coming year. It is reinventing how traditional technologies should be paired and redefining the alignment of strategy, people, processes and technology with the common goal of building loyalty. Managing the balance of an enterprise's objectives is difficult enough, yet it is complicated further by the fact that it takes many different and often siloed technologies within the enterprise to service the customer. Now through WFO, customers can optimize people, processes and technology along the complete workforce continuum - from workforce management forecasting and scheduling and customer interaction recording to performance management and e-learning.
David Gould is CEO and Chairman of Witness Systems. David joined Witness Systems from Boston-based InStream Corporation, where he was Chairman and CEO of the early-stage Internet electronic commerce company targeting the healthcare market. Prior to his roles there, he served as President of DCA's Remote Access Division (now Attachmate Corporation) and held management positions with Management Science America (MSA). During his career, he has served on the board of directors for several organizations, including his current position on PrimeRevenue's board. David also sits on the board for the Technology Association of Georgia (TAG) and the Board of Advisors for the Atlanta Metro Chamber of Commerce. Additionally, he is a member of the Tocqueville Society of the United Way. He holds a bachelor's in Economics from the University of Pennsylvania and an MBA from Emory University. For article feedback, contact David at dgould@witness.com
 
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