According to our judges, Roswell, Ga. –based Witness is committed to this emerging market and has shown dedication to producing innovative products. Witness Impact 360 Version 7.7 was also praised for out-of-the-box integration and strong functionality within most of the key functional building blocks. Since announcing the product last year, Witness has expanded and improved the product with deeper e-learning process integration, targeted learning from key performance indicators (KPIs), one-touch drill down from scorecards to schedule adherence, and the addition of an ad-hoc reporting data model for performance management.

Recently Witness beefed up its WFO arsenal with the acquisition of Mountain View, Calif.-based Amae Software, a pioneer in customer surveying. The addition of Amae's tool to the Witness 360 application will allow call centers to get immediate feedback from customers on campaigns, agent performance and satisfaction levels via IVR, Web and email surveys. In addition, Witness's vision for this market uniquely extends into the back office and has recently been strengthened by the acquisitions of Exametric and Demos.

Software license fees range from $595 and up, per seat, for Impact 360 packages.