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Witness Systems Implements IP Recording Solution at B&Q's TNT Customer Call Centre; Ensures Consistently High Customer Service Levels at All of B&Q's Call Centres

Posted on: Tuesday, 21 February 2006, 09:00 CST

Witness Systems (NASDAQ: WITS), a leading global provider of workforce optimisation software and services, today announced that it has implemented its call recording solution at one of B&Q's customer call centres, managed by TNT Logistics - a leading global provider of logistics supply chain solutions and express delivery services. B&Q is the biggest do-it-yourself (DIY) and garden centre retailer in the UK, offering over 45,000 home improvement and garden products in more than 60 stores internationally. This is the first time that the TNT managed call centre has had 100 percent call recording capabilities, enabling TNT Logistics to improve its service to B&Q customers and resolve disputes rapidly.

The Witness Systems IP recording solution is also being used for verification, quality monitoring and training purposes. Leveraging the software's browser-based architecture, all calls can be accessed and made more widely available to departments outside of the call centre, providing easy access to archived recordings and business intelligence for analysis of an interaction's content and effectiveness. The system was ordered through BT after it added the Witness Systems recording solution to its IP capability in March 2005.

"By integrating call recording capabilities into our current system we can ensure that any queries or disputes are resolved quickly and efficiently, as is the case at the other B&Q call centres. When a B&Q customer calls to arrange a delivery, our call centre is one of several which handles the calls, and ensuring we maintain the highest possible standard of customer service is vital to us and B&Q," commented Ady Suter, IT field support manager, TNT Logistics. "All parties involved worked hard to ensure the system was fully installed in a short space of time. Implementation took just one month, which met our specified time frame."

Mark Douglas, resource and planning manager, TNT Logistics added: "The system allows us to clarify issues and resolve disputes much more swiftly than was previously possible, and with 100 percent of calls recorded, it helps our agents focus on the overall customer experience. We're also using the system as a training aid, enabling us to analyse calls and progress employees along the performance management framework."

"Prior to installation, our call centre managed by TNT Logistics was the only one without call recording capabilities," added Karen Coates, general manager, B&Q contact centres. "We wanted to ensure that, no matter which call centre customers are routed to, they would receive the same high level of service. The Witness Systems solution fits well with our global capability and gives us the ability to offer a consistently high quality of service across all our call centres."

"We are delighted that BT recommended our solution to TNT Logistics. The short timescale we were given for implementation was a challenge we worked hard to meet," commented Howard Shaw, director of EMEA channels at Witness Systems. "IP recording is clearly a powerful solution for organisations such as TNT Logistics. Our call recording software is designed to help improve the service provided to not only B&Q, but also its customers."

About TNT Logistics

TNT Logistics is a leading global provider of logistics supply chain solutions and express delivery services, operating in 39 countries. It designs, implements and operates complex supply chain solutions on national, regional and global scales for medium to large enterprises. TNT Logistics use technology to achieve optimisation, integration and visibility throughout the supply chain, with a focus on a diverse range of market sectors including Automotive, Tyres, Electronics, Consumer Goods, Utilities & Telecom and Publishing & Media. In many of its operations, TNT Logistics manages a call centre to take orders from or book deliveries for its clients' customers. TNT Logistics employs approximately 40,000 people who manage over 7 million square meters of warehouse space and operate complex transportation networks.

About B&Q

B&Q is the biggest DIY and garden centre retailer in the UK, with 14.7 percent of the repair, maintenance and improvement market share (includes DIY and builders merchant sales). It offers over 45,000 home improvement and garden products and has more than 60 stores opened internationally, including B&Q Beijing, which is now the largest B&Q store in the world.

About BT

BT is one of the world's leading providers of communications solutions serving customers in Europe, the Americas and Asia Pacific. Its principal activities include IT and networking services, local, national and international telecommunications services, and higher-value broadband and internet products and services.

About Witness Systems

Witness Systems (NASDAQ: WITS) is a leading global provider of workforce optimization software and services. The company's Impact 360(TM) solution - which plays a strategic role in the customer interaction centers of Global 2000 and small- and medium-sized businesses (SMBs) worldwide - is also 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, actionable learning and performance management. 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 September 30, 2005, as filed with the Securities and Exchange Commission.

Witness, Impact 360 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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