El Dia Directo Expands Services with eQuality from Witness Systems
ATLANTA--July 23, 2002--Witness Systems , a leading global provider of customer interaction recording, performance analysis and e-learning software, today announced that El Dia Directo, part of the Grupo Ferre Rangel media conglomerate in Puerto Rico, will implement eQuality(R) to optimize the performance of its customer sales/service representatives (CSRs) at its 250-seat customer interaction center (CIC) in Guaynabo.
The outsourcer, which services numerous clients in the financial services, insurance, leisure, telecommunications and government sectors, will deploy eQuality Balance - a patented voice and data customer interaction recording solution - and eQuality Evaluation - an online agent performance evaluation tool. With the addition of this software, El Dia Directo expands its ability to analyze customer interactions, develop staff and ensure compliance with client programs to boost quality.
The company is migrating from an outdated legacy logging system to business-driven customer interaction recording to enable a total quality assessment, including sales verification. "eQuality gives us a more accurate picture of our performance," said Adonay Ramirez, general manager of El Dia Directo's CIC. "Now, we will be able to review customer interactions from both a voice and data perspective to ensure our agents are providing the best possible customer service and completing transactions correctly. The software also provides for remote monitoring, a major advantage to offer our clients."
In addition to synchronized voice and data capture and remote monitoring capabilities, El Dia Directo selected eQuality because of its ease of use and customizable evaluation forms. "The online evaluation tool will allow us to customize performance evaluation forms easily to meet the precise program requirements of our clients," Ramirez added.
About El Dia Directo
El Dia Directo is an outsourcer and part of Grupo Ferre Rangel, one of the largest media conglomerates in Puerto Rico. The company operates a customer interaction center providing telemarketing, customer service, event management, direct mail, help desk and credit card authorization and processing services for clients in numerous industries.
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(TM) 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 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.