Witness Systems, a company specialising in performance optimisation software for the call centre industry, has further cemented its entry into the Indian call centre market through its first major partnership with FutureSoft.

“FutureSoft will provide key services, including installation, training and ongoing support to all Witness Systems’ customers in the country,” said Robert Horwood, regional director, Asia, Witness Systems.

“We have the required critical mass to support Witness Systems’ growth in this country and look forward to playing a major role in upgrading the standards of call centres operating out of India,” said Mandeep Singh Puri, director, FutureSoft, a company that specialises in planning project management and system integration expertise.

Witness Systems’ performance optimisation software includes a suite of eQuality solutions that have the ability to record, evaluate and analyse the voice and data interactions of agents, thereby enabling organisations to effectively measure quality and level of service.

Additionally, Witness also has a set of analytical and e-learning tools that enable companies to analyse performance and deliver personalised e-learning directly to agents’ desktops based on their performance evaluation.

The company, which is based out of Georgia in the US, plans to introduce newer solutions in India, as part of its future expansion plans in Asia and the Indian sub-continent.