Saab Cars USA Enhances Customer Service with eQuality Software from Witness Systems
ATLANTA--July 9, 2002--Automobile importer to deploy "Express" offering for customer
interaction recording and evaluation to boost customer service
Witness Systems , a leading global provider of customer interaction recording, performance analysis and e-learning software that enables companies to optimize their customer relationships, today announced that Saab Cars USA, Inc. will implement eQuality(R) at its customer assistance center in Norcross, Ga.
The importer of Saab 9-5 and 9-3 automobiles will use the customer interaction recording and performance evaluation software to enhance customer communications and improve operational efficiency.
Witness Systems' "Express" offering, which Saab will deploy to automate its customer interaction recording process, is comprised of the eQuality Balance voice/data monitoring solution and the eQuality Evaluation performance reporting tool, bundled together with hardware, remote installation and training. Express provides companies with small- and mid-sized contact centers with a cost-effective offering designed to help develop staff, enhance customer satisfaction and ensure consistent, quality service. Saab's center is staffed by 35 customer sales/service representatives (CSRs) who respond to approximately 50,000 inbound inquiries from customers and prospective Saab owners per year. With eQuality, Saab can evaluate complete customer experiences.
"We performed our due diligence and determined that the Express offering from Witness Systems was the perfect operational fit, and we're confident the eQuality software will meet our expectations," said Robert Henry, manager of e-commerce/CRM solutions for Saab Cars USA, Inc. "Not only can we evaluate the tone and efficiency of our agents, we also can measure the efficiency of our technological resources. In fact, we recently implemented a commercial CRM system and believe eQuality will play a big role in helping us determine how well it's performing."
"We're excited about the ability to use eQuality as a learning tool for our CSRs as well," added Richard Rommich, customer assistance and legal affairs manager for Saab Cars USA, Inc. "It will be a tremendous advantage for supervisors to replay complete customer contacts for the agents so they can see and hear how they performed. We anticipate that we will improve personal performance with this type of agent development initiative, which will, in turn, lead to improved customer service overall."
About Saab
Saab Cars USA, Inc. is the importer of Saab 9-5 and 9-3 automobiles for Saab Automobile AB and is headquartered in Norcross, Georgia, near Atlanta. For more information, see www.saabusa.com.
About Witness Systems
Witness Systems is a leading global provider of business-driven multimedia recording, performance analysis and e-learning management software that enables companies to optimize their customer relationships. The browser-based eQuality(R) enterprise collaboration architecture is designed to enhance the quality of customer interactions across multiple communications media, such as the telephone, e-mail and Web, as well as allow companies to capture, communicate and collaborate on customer interactions throughout the enterprise. As an integrated, closed-loop performance optimization solution, eQuality enables companies to record, evaluate, analyze and learn from customer contacts and the touch points they use - including customer self-service via the Web - to generate additional revenue, develop staff, and achieve greater customer retention and loyalty. For additional information about Witness Systems and its eQuality software, visit www.witness.com, or call 1.888.3.WITNESS.
Cautionary Note Regarding Forward-looking Statements Under the Private Securities Litigation Reform Act of 1995: Information in this release that involves Witness Systems' expectations, beliefs, hopes, plans, intentions or strategies regarding the future are forward-looking statements that involve risks and uncertainties. These statements include statements about Witness Systems' strategies in the marketplace, its market position and its relationship with customers. All forward-looking statements included in this release are based upon information available to Witness Systems as of the date of the release, and the company assumes no obligation to update any such forward-looking statement. These statements are not guarantees of future performance and actual results could differ materially from our current expectations. The factors that could cause actual future results to differ materially from current expectations include, but are not limited to, fluctuations in customer demand and the timing of orders; the company's ability to manage its growth; the risk of new product introductions and customer acceptance of new products; the rapid technological change which characterizes the company's markets; the risks associated with competition; the risks associated with international sales as the company expands its markets; and the ability of the company to compete successfully in the future, as well as other risks identified under the caption "Management's Discussion and Analysis of Financial Condition and Results of Operations" in the company's Annual Report on Form 10-K for the fiscal year ended December 31, 2001 and any other reports filed from time to time with the Securities and Exchange Commission.
eQuality and the Witness logo are registered trademarks of Witness Systems, Inc. in the United States and other countries.
All other trademarks mentioned in this document are the property of their respective owners.