Cognos Partner Profile - Witness Systems, Inc.

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    300 Colonial Center Parkway
    Roswell , GA. 30076
    UNITED STATES
    Contact: Bunny Tharpe
    Title: Manager, Partner Communications
    Email: btharpe@witness.com
    Telephone:
    Fax:

Company Overview
    Witness Systems is the worldwide leader in software and services that help businesses capture customer intelligence and optimize workforce performance. Its Impact 360 solution features quality monitoring, compliance and IP recording, workforce management, performance management and e-learning. Primarily deployed in contact centers, as well as in the remote, branch and back offices of global organizations, the workforce optimization solution captures, analyzes and enables users to share and act on cross-functional information across the enterprise. With Impact 360, organizations can improve interactions and the underlying back-office processes that enhance the customer experience and build customer loyalty.

Relationship with Cognos
    The Witness Systems Impact 360 solutions are powered by Cognos Business Intelligence, enabling our reporting engine to deliver competitive advantage in a maturing market by helping contact center directors and other strategic business users better understand their operations to make more informed decisions.

Area of Expertise
    With Impact 360, the industry’s most complete workforce optimization solution, organizations can move away from costly proprietary systems in favor of an open platform. The software leverages existing investments in enterprise applications and systems, supports multi-site centers and operations, provides a smooth IP migration path with investment protection, and reduces hardware costs via an open systems design. Because Impact 360 is available as a comprehensive solution or in packages that target different contact center operations, customers can leverage their existing contact center investments while providing a pathway to extend their Witness Systems solutions as business needs evolve. Deployed together, the Impact 360 solutions provide a closed-loop system for continuous performance improvement.