InService America Extends Deployment of Witness Systems Software

ATLANTA - InService America, a relationship management provider, has extended deployment of Witness Systems' software.  As an existing user of the company's workforce management solution, InService America invested in the customer interaction recording and contact interaction editing capabilities of Witness Systems' workforce optimization solution, to be deployed in its Forest, Va. and San Benito, Texas contact centers.

InService America works with organizations to advance their mission by providing technology support and systems development.  Its contact centers accommodate hundreds of thousands of transactions per day, while its technology services staff builds solutions for both small and large enterprises alike. 

InService America purchased the contact interaction editing capabilities of Witness Systems' workforce optimization solution to create online custom training content based on actual customer interactions that have been captured from the customer interaction recording solution.  Managers and training specialists can create learning scenarios for staff that demonstrate "best practice" examples, without the need for courseware development or knowledge.

"InService America proudly offers a variety of relationship management services for our clients and strives to deliver the highest quality service," commented Carl Townsend, president and chief executive officer for InService America.  "We had already realized the benefits of using Witness Systems' workforce management solution, so when we decided to extend our investment to include call recording and e-learning, Witness Systems was the logical choice."

Townsend added, "It's a great advantage to be able to draw on a structured upgrade path and single support organization, as well as partner with a company that is in a favorable financial position and carries a longstanding history of being first to market.  These factors also helped shape our confidence in the solutions we wanted to purchase."

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