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Witness Systems and Avaya

Witness Systems and Avaya . The Witness Systems and Avaya Relationship. Avaya/Witness Relationship. OEM Relationship Jointly engineered solutions With Avaya Communication Manager Impact 360 ™ QM, Compliance, and WFO Packages

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Witness Systems and Avaya

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  1. Witness Systems and Avaya

  2. The Witness Systems and Avaya Relationship

  3. Avaya/Witness Relationship • OEM Relationship • Jointly engineered solutions • With Avaya Communication Manager • Impact 360™ QM, Compliance, and WFO Packages • Call Recording: Witness ContactStore for Communication Manager • Quality Monitoring: Witness Quality for Communication Manager • With IP Office • IP Office ContactStore • Impact 360™ Workforce Management Package • Avaya Service Provider/Managed Services Division • Witness ContactStore and Quality for Communication Manager

  4. Avaya/Witness Relationship, con’t • Alliance Relationship • Witness Systems call recording and quality monitoring applications work with: • Avaya G3 Definity, S8700, S8500, S8300 • Avaya PDS, IC, CT • Witness workforce management applications work with: • Avaya Advocate Routing, IC, Operational Analyst, CMS

  5. Impact 360™ Workforce Optimization Packages from Witness Systems powered by Avaya

  6. How the Analysts Define Workforce Optimization Quality Monitoring Workforce Management eLearning Performance Mgt • Source: Datamonitor • March 2005

  7. Benefits of an Integrated Workforce Optimization Solution “The emergence of a WFO suite will provide numerous benefits: • Hardware costs are reduced because multiple software elements can reside within a single server • Software and maintenance costs are reduced due to economies of scale • Integration costs are dramatically reduced because the components are designed to work together seamlessly • Administrative costs are reduced because there is less need for resources to run numerous disparate systems • Upgrades are simplified because a single vendor and architecture eliminates ongoing integration concerns • Ease of use is enhanced due to a single interface • There is streamlined reporting and analysis across applications” Source: Gartner February 2005

  8. “The new Witness Systems Workforce Optimization framework enables us to more easily integrate our industry-leading communications solutions with the expanded Impact 360 suite of Witness Systems’ business applications.” Lawrence Byrd, Director Communications Application, Avaya

  9. Impact 360™ Packages that Address the WFO Space

  10. IP Office ContactStore

  11. IP Office ContactStore • Developed by Witness Systems and Avaya to support Avaya IP Office VoiceMail Pro call recording • Proven technology - based on Witness System’s call recording application with thousands of installations worldwide

  12. IP Office ContactStore • Call Recording Search • Search Filters • Browser-based • Security • Call Replay • Radio buttons • Energy Envelope • Contact Export • Share interactions • eMail • Industry standard .wav • format

  13. IP Office ContactStore – Payback Areas Gain additional value from telephone interactions • Reduce operational costs • Increase revenue • Reduce risk • Make more informed decisions • Better understand customers • Improve customer service and satisfaction

  14. Witness ContactStore and Quality for Communication Manager

  15. Reasons Why Prospects Choose Witness ContactStore and Quality for Communication Manager • Experienced call recording/QM solution with Communication Manager • Available for over 2 years • 225+ customers • One throat to choke – Avaya sells, services, supports • Superior TCO • Ease of installation, administration, maintenance • CTI not required • Easily scalable – add licenses not hardware • Enhanced security with recording supported in environments where IP link between CM and the end user device is encrypted

  16. Witness ContactStore for Communication Manager • Software call recording solution running on open platform Intel servers. • No proprietary hardware, no proprietary cabling or hard wiring from recorder to ACD. • Developed by Avaya and Witness Systems to support Avaya’s converged networks strategy – leverages Avaya Communication Manager API (CMAPI) • Simultaneous support for TDM, IP or mixed environments • Requires only a LAN connection to the network, connected through the Communications Manager API (CMAPI) layer.

  17. Witness ContactStore • Certified on S8700, S8500, S8300, G3si, and G3csi platforms running CM 2.0+ • NO requirement for CTI… CTI is no longer a point of failure. • CMAPI automatically tags recordings and identifies by Date, Time, Duration, Extension, Dialed Number, DNIS, CLI, AgentID (Agent Name), Universal Call ID, VDN Number (Skill Group Name)…all out of the box. • Archive Options • Native support for internal DVD+RW • Archive Manager for SAN/NAS

  18. Witness Quality Overview • Record and evaluate calls and use of internal systems (with screen capture) • Software - based IP and traditional endpoint • Utilizes CTI • Leverages Communication Manager API (CMAPI) • Works with Avaya CT & Avaya Interaction Center • Quality Connect - application integration triggers recording based on events • Proven technology - based on Witness System’s quality monitoring application with 1,000+ installations • Works with S8700, S8500, S8300, G3csi, G3si platforms running CM 2.0+

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