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Witness Systems Success Story: Covance

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call center - contact

Overview Covance Market Access Services Inc. is the premier provider of reimbursement consulting, economic marketing and customer support services that transform product potential into performance. A workforce management solution that automated staff scheduling and forecasting was not a concept the company had considered in the past, but after assessing its business value, Covance found the benefits could have a strong impact on the market support programs it provided its biotechnical and pharmaceutical clients. To automate scheduling and forecasting in its Gaithersburg, Maryland and San Diego, California locations, Covance selected the workforce management solution offered through Witness Systems' workforce optimization software in order to boost its contact center operations' coverage and magnify consultant availability to provide more consistent levels of support for its clients.

Further White Paper Details
Publisher	Witness Systems	File Format	PDF
Date Published	July 2005	Downloads	3
Format	Case Studies
Topics	Call Center - Contact, Sales - Marketing

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