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Witness bets on its workforce optimization solution

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CIOL Bureau
New Update

Pragati Simlote

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NEW DELHI: Workforce optimization software and services provider Witness Solutions has unveiled an end-to-end solution for the contact center industry for optimizing workforce performance.

After the acquisition of Blue Pumpkin Software Inc., Witness has combined its performance optimization solutions with Blue Pumpkin's workforce management solutions to gain a stronghold on the workforce optimization market.

Witness Systems Inc. principal global market consultant Oscar A Alban said, “The new solution combines all the four essential functions of a contact center — quality monitoring/contact center recording, workforce management, performance management and e-learning.”

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India being a very important market for Witness, the company has recently added a new India head in a bid to better target this market. The new India head Sriranga Sampathkumar would be responsible for providing high quality support to the company's local customer here, as well as driving software and service from the region.

Sampathkumar said that the company is targeting $ four million - $ five million revenue from the Indian market by December 2005 and is looking at increasing its customer base to 40,000 — 45,000 seats in the same time frame from the current 30,000 — 35,000 seats.

Witness also has an outsourced facility for development and support in Bangalore employing around 150 people. It also has a global support center in Bangalore with a headcount of 30. The company has two implementation partners in India — Servion Global Solutions and Datacraft.

Sampathkumar informed that Witness and Avaya have partnered to deliver a converged solution (converging traditional and IP telephony) for compliance and contact center markets.

This solution --Witness ContactStore and Witness Quality for Communication Manager -- leverages Avaya's Communication Manager with the call recording and quality assurance software applications from Witness. Similarly, Witness has also tied up with Nortel for an OEM solution, which is expected to be available at the end of next month.

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