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Witness, Aspect advance call center integration

Witness has announced the first complete application that combines its technology with Blue Pumpkin's while Aspect closes the Concerto deal.

Witness Systems Inc. today unveiled the first complete set of applications combining its own quality monitoring and performance optimization technology with the workforce management tools of Blue Pumpkin Software, the company it acquired early this year.

Impact 360, the new application, also brings together recording and e-learning capabilities.

"No one else owns all four pieces," said Rajeev Ankat, principal solutions marketing at Roswell, Ga.-based Witness. "This allows customers to deal with a single vendor, lowers total cost of ownership, risk and time to benefit."

Impact 360 aims to take advantage of the integration between the various products. For example, quality monitoring in conjunction with forecasting and scheduling can be used to ensure the right distribution of quality agents during shifts. Similarly, a call center manger can see that an agent wasn't performing well on a quality monitoring scorecard then, with the recording technology, drill down and listen in to a specific call and watch the agent interact with the system.

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Impact 360 will be generally available in the fourth quarter of this year. Pricing for workforce management, compliance recording and quality monitoring starts at $540 per agent seat.

Today's news comes on the heels of last week's announcement that Westford, Mass.-based Concerto Software and San Jose, Calif.-based Aspect Communications had completed their merger. The new company will become Aspect Software, privately held by Golden Gate Capital and Oak Investment Partners. A majority of Aspect shareholders approved the roughly $1 billion deal Sept. 21. The combined technology portfolio includes predictive dialers, automatic call distributors, self-service interactive voice response systems, workforce management and performance analytics solutions.

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