Contact Center -- Workforce optimization
Gold Award:
Witness Systems Impact 360
Managing a contact center is a delicate balance between maintaining customer satisfaction and workforce efficiency. To that end, the role of workforce optimization software helps companies get the most of its employees, processes and information in the most efficient and time-sensitive manner. This year our judges agreed that Witness Systems' Impact 360 stood out from the pack and honored it with SearchCRM.com's Gold Award. According to our judges' panel, "unification of several packages, features and applications into a single, easy-to-use interface makes the Witness Impact 360 a clear winner in workforce optimization."
Impact 360 from Witness Systems removes the barriers between siloed customer service functions, enabling organizations to capture, analyze and act on cross-functional information on workforce performance, customer interactions and customer service processes. Impact 360 brings together workforce management, quality monitoring/full-time recording, e-learning and performance management under a single architecture and user interface. Impact 360 also includes Witness Systems consulting services to provide a single, coordinated source of support, service and maintenance.
Pricing for workforce management, compliance recording and quality monitoring packages begin at $540 per agent seat