Call recording specialist Witness Systems, a provider of workforce optimisation software and services, has announced that the second generation of its Impact 360 Workforce optimisation solution is compliant with the latest release of key IP telephony and contact centre solutions from Avaya.
The Impact 360 Workforce optimisation solution powered by Avaya helps businesses capture customer intelligence and optimise their workforce performance. The software is one of the first applications compliance-tested by Avaya for compatibility with Avaya Communication Manager 4.0, a new release of the company’s industry-leading IP telephony application that supports the distributed communication and contact centre needs of today’s businesses. Avaya and its Business Partners sell Impact 360 Workforce optimisation as part of the company’s comprehensive contact centre portfolio.
“We’re pleased to have completed another successful interoperability test – this time with the Avaya Communication Manager 4.0 product,” said John Bourne, senior vice president of global channels and alliances, Witness Systems. “Now that Impact 360 Workforce optimisation works with Avaya Communication Manager 4.0, customers have the confidence that our combined solutions deliver a full range of benefits including increased overall scalability and support for multiple Service Observing – which means customers can now live monitor and record interactions in a simple, network-efficient manner.”