Volkswagen Financial Services To Drive Customer Satisfaction with eQuality Software from Witness Systems
WOKINGHAM, U.K. & ATLANTA--Jan. 7, 2003--Witness Systems , a leading global provider of performance optimisation software and services, today announced that Volkswagen Financial Services (UK) Limited, which is the financial services arm for all Volkswagen Group brands in the United Kingdom, will implement its eQuality(R) software at the company's contact centre in Blakelands, Milton Keynes.
Volkswagen Financial Services (UK) Limited wants to ensure that its customer sales/service representatives (CSRs) deliver customer service with accuracy, clarity and enthusiasm. eQuality Balance and eQuality Evaluation will help the company collect the necessary business intelligence to increase both quality and efficiency, as well as assist in training and development. "The eQuality software is a vital part of the new quality assurance programme that we'll be launching this month," said Martin Ballard, operations director, Volkswagen Financial Services (UK) Limited. "We're confident it will help us drive customer satisfaction and operational improvements."
The Blakelands contact centre employs more than 100 CSRs, who are responsible for handling approximately 70,000 inbound and outbound calls per month regarding automobile finance agreements for Volkswagen Group brands sold in the United Kingdom. "eQuality will give us a better understanding of the nature and tone of our customer interactions," Ballard added. "But voice recording provides only half the performance equation. eQuality also allows us to gauge how well our CSRs navigate our customer information system from their desktops. By evaluating both sides of the interaction, we can conduct a complete performance assessment."
With eQuality as part of its quality and customer satisfaction initiative, Volkswagen Financial Services (UK) Limited expects to increase first-call resolution and lower its average handle time, while providing superior customer service. "We selected eQuality because we believe it will help us achieve some important business goals," Ballard said. "Witness Systems really impressed us with its solutions because it focuses on much more than simple voice recording. It sees the big picture, which is helping us improve overall performance."
About Volkswagen Financial Services (U.K.) Limited
Volkswagen Financial Services (UK) Limited operates in the United Kingdom as a number of brand-dedicated finance companies, including Audi Finance, SEAT Finance, SkodaAuto Finance, Volkswagen Finance, Volkswagen Commercial Vehicle Finance and Bentley Financial Services.
About Witness Systems
Witness Systems provides the contact centre industry's first integrated performance optimisation software suite to help global enterprises capture customer intelligence and optimise workforce performance. Comprised of business-driven multimedia recording, performance analysis and e-learning management applications, the browser-based eQuality(R) solution is designed to enhance the quality of customer interactions across multiple communications media, including the telephone, e-mail and Web. The closed-loop suite enables companies to record, evaluate and analyse customer contacts, and then launch e-learning to develop staff, generate additional revenue, and achieve greater customer retention and loyalty. An integrated business consulting, implementation and training methodology provides services to support an effective, rapid deployment of eQuality that enables organisations to maximise their return on investment. For additional information about Witness Systems and its eQuality software suite, visit www.witness.com, call 1.888.3.WITNESS in the U.S., or dial +44 (0) 118 936 7100 in the U.K.
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.
Witness, eQuality and the Witness logo are United States registered trademarks of Witness Systems, Inc., protected by laws of the U.S. and other countries. All other trademarks mentioned in this document are the property of their respective owners.