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Witness Systems Broadens Market Share in Energy and Utilities Market

Posted on: Wednesday, 27 July 2005, 09:00 CDT

Leading regional energy company selects pre-packaged customer interaction recording, performance management, actionable learning and speech analytics solution to improve customer service and agent productivity

Following its April introduction of the contact center industry's first end-to-end solution for optimizing workforce performance, Witness Systems (NASDAQ: WITS), a leading global provider of workforce optimization software and services, today announced that a leading regional energy company has selected its pre-packaged software and services, joining other energy and utility providers that have already implemented Witness Systems solutions, including Atmos Energy Corporation, Baltimore Gas & Electric, Central Maine Power Company, Detroit Energy, PacifiCorp, PPL Electric Utilities Corporation and Washington Gas Light Company.

The deployment will take place across the regional energy company's multiple contact center locations and provide a comprehensive solutions framework to optimize back office processes. Witness Systems is recognized as redefining two of the contact center industry's most promising segments, and providing customers with an entry point to a complete workforce optimization solution. It is for this reason that the regional energy provider selected Witness Systems.

After an exhaustive assessment of several competing technologies, the company preferred Witness Systems because it understood business challenges that continued to face the energy provider. Witness Systems is in a better position - from the technology and customer service perspectives - to help the organization increase its overall business return by generating additional revenue, increasing profitability, and improving staff productivity and customer service.

In purchasing the pre-packaged Quality Monitoring Solution, the regional energy provider can leverage the unique combination of proven call recording functionality with insightful performance management and e-learning capabilities. The solution is designed to optimize agent performance, reduce risk and automate manual processes, such as monitoring and quality assurance, as well as increase first call resolution, drive contact center revenue generation and ensure consistent customer experiences. The regional energy provider can record the desktop activities of its service representatives, including data entry, screen navigation and the use of technological resources. These recordings can then be used to refine business processes and capture agent/customer interactions via email to ensure quality service regardless of which communications channels the customer prefers to use.

The regional energy provider also purchased Witness Systems Speech Analytics to implement alongside the quality monitoring solution. In today's competitive market, analyzing customer interactions can provide companies like the energy supplier with critical insight into the effectiveness of sales and service strategies, marketing campaigns and agent proficiencies. The addition of speech analytics enables the energy provider to address issues head-on, enabling supervisors and members from its agent base to extract key information from recorded interactions. The speech analytics functionality also performs evaluations, stores relevant details for in-depth analysis, and flags interesting and unusual contacts for further assessments.

About Witness Systems

Witness Systems (NASDAQ: WITS) is a leading global provider of workforce optimization software and services. The company's solutions - which play a strategic role in the customer interaction centers of Global 2000 and small- and medium-sized businesses (SMBs) worldwide - also are deployed in IP Telephony and back office environments, and throughout the extended enterprise, including branch offices. Witness Systems' software is comprised of quality monitoring, compliance, high-volume and IP Telephony recording solutions, as well as workforce management, performance management and actionable learning applications. The company's solutions enable organizations to optimize their people, processes and technology throughout the enterprise. Witness Systems' customers benefit from an integrated business consulting, implementation and training methodology that supports a rapid deployment, enabling them to drive revenue, reduce operational costs, and achieve greater customer retention and loyalty. For additional information about Witness Systems, visit www.witness.com.

Cautionary Note Regarding Forward-looking Statements: Information in this release that involves Witness Systems' expectations, plans, intentions or strategies regarding the future are forward-looking statements that are not facts and involve a number of risks and uncertainties. They are identified by words such as "anticipates,""expects,""intends,""plans,""believes,""estimates," and similar expressions. These statements are based upon information available to Witness Systems as of the date of this release, and the company assumes no obligation to update any such forward-looking statement. Forward-looking statements believed true when made may ultimately prove to be incorrect. These statements are not guarantees of future performance and are subject to risks, uncertainties and other factors, some of which are beyond our control and may cause actual results to differ materially from our current expectations. Some of the factors that could cause actual future results to differ materially from current expectations include fluctuations in customer demand and the timing of orders; the company's ability to manage its growth; the risk of new product introductions and customer acceptance of new products; the rapid technological change which characterizes the company's markets; the risks associated with international sales as the company expands its markets, including the risks associated with foreign currency fluctuations; the ability of the company to complete and integrate successfully any acquisitions or investments it may make; and the ability of the company to compete successfully in the future, as well as other risks identified under the caption "Management's Discussion and Analysis of Financial Condition and Results of Operations" in the company's Form 10-K for the year ended December 31, 2004 and its Form 10-Q for the quarter ended March 31, 2005, as filed with the Securities and Exchange Commission.

Witness, eQuality and the Witness logo are United States registered trademarks of Witness Systems, Inc., protected by laws of the U.S. and other countries. All other trademarks mentioned in this document are the property of their respective owners.

Source: Business Wire

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