Archway Marketing Services Implements eQuality Performance Optimization Software from Witness Systems

Business Wire, April 26, 2004

Business Editors/High-Tech Writers

ATLANTA--(BUSINESS WIRE)--April 26, 2004

Leading outsourcer deploys customer interaction recording

technology in Canadian contact centers to support quality assurance,

revenue generation, branding and intelligence gathering for clients

Witness Systems (NASDAQ: WITS), a global provider of performance optimization software and services, today announced that Archway Marketing Services(R) (Archway), a leading provider of integrated marketing execution services, has deployed the eQuality(R) customer interaction recording software in its Canadian contact centers.

Archway is headquartered in Rogers, Minnesota with operations throughout North America, including Canada and Mexico. Since 1953, the company has delivered marketing execution solutions that include inbound customer service and sales, business-to-consumer and business-to-business fulfillment services, and information management solutions to many of the world's leading organizations in the automotive, entertainment, food and beverage, healthcare and pharmaceutical, packaged goods and retail industries.

Committed to providing its clients with solutions that enable them to acquire, retain and grow profitable customer relationships, Archway established eQuality as a quality foundation for capturing, evaluating and analyzing telephony and e-mail-based customer interactions. Supporting its provision of high-end customer care and inbound sales, Archway uses eQuality to gauge the quality and consistency of service, as well as make captured interactions available to its clients, so they can see and hear customers' feedback first-hand.

"We're in the business of helping our clients increase sales, improve customer communications and build their brands - and eQuality plays a pivotal role in that commitment," said Mark Weber, president, Archway Marketing Services Customer Service Division. "The ability to experience customer feedback through captured interactions is invaluable to our clients, as well as our staff. Not only does it demonstrate the role we play in building our clients' businesses, it also provides them with the necessary insight to make their services, products, offers and campaigns even more compelling."

Archway engages in over 12 million customer contacts via telephone, IVR, e-mail and written correspondence annually. Using eQuality to capture and evaluate customer contacts from interaction entry through contact resolution provides Archway with valuable insight into the effectiveness of its service operations. The ability to replay customer interactions is critical, as it allows organizations to assess staff interaction skills, as well as their ability to adhere to clients' processes and leverage in-house technology resources.

Using eQuality, Archway can create advanced "business rules" based on random, selective or 100 percent recording of the specific types of telephone and e-mail customer interactions that drive its clients' businesses. Because some of its clients also leverage eQuality in-house, interactions are easily accessible due to eQuality's browser-based architecture. With this enhanced view of the customer experience, Archway and its clients are even better equipped to make informed business decisions.

"In addition to fulfilling our intelligence gathering and quality assurance needs, eQuality serves an important role by supporting the ongoing training and development of our staff. We're now even better equipped to evaluate agent performance and provide constructive coaching, which makes our staff even more effective," added Debi Steinkraus, vice president, operations and client services for Archway's Customer Service Division. "As a result, we've experienced shorter learning curves for new hires, as well as the ability to use captured contacts as a means to promote best practices among our agent population."

About Archway Marketing Services

Archway Marketing Services(R) (Archway) provides the industry's most comprehensive suite of marketing execution services, including fulfillment, customer service, retail merchandising and information management solutions. Since 1953, Archway has been providing innovative marketing execution solutions to many of the world's leading companies. Archway was formerly known as Gage Marketing Services. For more information, please visit www.archway.com.

About Witness Systems

Witness Systems (NASDAQ: WITS) provides the contact center industry's first integrated performance optimization software suite to help global enterprises capture customer intelligence and optimize workforce performance. The browser-based eQuality(R) software is comprised of compliance, high-volume and business-driven recording solutions for customer contact centers and IP telephony, as well as performance analysis and e-learning applications. The closed-loop suite enables companies to capture and retrieve, learn and train, and report and analyze customer interactions and back office transactions to develop staff, generate revenue, reduce costs, and achieve greater customer retention and loyalty. An integrated business consulting, implementation and training methodology provides services to support an effective, rapid deployment of eQuality that enables organizations to maximize their return on investment. For additional information about Witness Systems and its eQuality software suite, visit www.witness.com.