Nissan Selects eQuality Software from Witness Systems
ATLANTA--July 25, 2002--Witness Systems , a leading global provider of multimedia customer interaction recording, performance analysis and e-learning management software, today announced that Nissan Motor Acceptance Corporation (NMAC) will implement eQuality(R) at its national operations center in Irving, Texas.
The company, which is the automotive financial services arm of Nissan North America, is deploying the customer interaction recording and online performance evaluation software to measure quality, improve training and increase customer loyalty.
"We selected eQuality from Witness Systems because we believe the software will enable us to optimize the performance of our customer service agents and increase customer loyalty," said Dale Walker, director of communication and processing services for NMAC. "We expect to see great returns from our investment in the eQuality solutions in terms of customer satisfaction and retention, as well as employee development."
NMAC's national operations center employs 300 customer service agents, who are responsible for handling approximately 1.7 million calls per year related to servicing auto loans and leases. With the automated eQuality customer interaction recording solution, the company will be able to capture the voice conversations and corresponding agent keystrokes from customer contacts, eliminating the administrative burden of setting up manual tape recorders and providing supervisors more time to coach their teams.
"Having a complete picture of our agents' interactions with consumers will be invaluable in terms of measuring quality," said Sean Hicks, NMAC's senior manager for consumer communications. "The intelligence we gather from eQuality recordings will allow us to provide agents with more personalized training - from soft skills to the use of technical resources - to improve the consumer's overall experience."
NMAC cites business-driven recording (BDR) as another key feature in helping the company improve service and productivity. In addition, Nissan decided to implement eQuality because of its ease of installation and integration with its other contact center technologies and processes.
About Nissan Motor Acceptance Corporation
Nissan Motor Acceptance Corporation (NMAC), including its Infiniti Financial Services (IFS) division, is the automotive financial services arm of Nissan North America. Established in 1982, NMAC's primary emphasis is to purchase from its Nissan and Infiniti dealers retail and lease contracts for their customers. NMAC also provides wholesale inventory and capital and mortgage loan financing to Nissan and Infiniti dealers. The company offers financing for the complete line of Nissan and Infiniti vehicles sold in the United States.
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.
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