Worldwide Customer Investment in Witness Systems' e-Learning Software Accelerates as Organizations Prioritize Training and Service Quality

Business Wire, Jan 11, 2005

ATLANTA -- As demand for actionable learning continues to rise, global organizations select eQuality to optimize workforce performance and enhance customer experiences

Witness Systems (NASDAQ: WITS), a global provider of performance optimization software and services, today announced increased demand and momentum around its e-learning software solutions. As worldwide organizations continue to make actionable learning and service quality top priorities, the company and its eQuality(R) solutions are well positioned to support and advance their workforce optimization goals.

Organizations around the world continue to select Witness Systems' dynamic learning solutions to optimize performance throughout their agent population. Many are the direct result of companies extending their existing investment in the company's customer interaction recording and performance analysis software to now include e-learning. Representing the automotive, banking/financial services, cable/telecommunications, consumer services, government, healthcare, hospitality, outsourcing, retail, travel and utility vertical markets, they include such household and well known names as 407-ETR, AAPT, Adelphia Communications, ATX Technologies, BarnesandNoble.com, Best Buy, CareerBuilder, Carlson Marketing Group, CCH Incorporated, Centrica, The Co-Operative Bank, Daimler Chrysler do Brasil, Hilton Reservations Worldwide, Midwest Wireless, NCS Pearson, NetJets, Nissan Motor Acceptance Corporation, Philips Medical Systems, Tenet Patient Financial Services, Toronto Hydro Electric System, Virgin Direct and Wells Fargo.

These companies, and others, are leveraging Witness Systems' eQuality Producer and/or eQuality Now actionable learning solutions to develop and train their agents, leverage best practice learning, focus on staff retention and enhance service quality. With eQuality, they can drive training and support learning initiatives for both tenured and new hire agents, as well as use the software as means to better align their people, processes and technologies.

Customers - such as Carlson Marketing Group, Hilton Reservations Worldwide and Nissan Motor Acceptance Corporation - also leverage eQuality Producer and eQuality Now to support other criteria in their hiring, training and staff development programs.

At Carlson Marketing Group, clients require the company to rapidly communicate information updates and policy changes to its agents. The company sought technology that would help expedite its training processes and automate the knowledge transfer that was being conducted in a traditional classroom setting. "Training is a critical part of our operations, and we needed a solution that would allow us to develop learning for our agents that was customized to our specific clients' businesses," explained Lisa Courteau, senior operations manager for Carlson Marketing Group. "Pulling agents off the phone to take training courses is often impractical and time intensive. By deploying eQuality Producer, we are able to create training clips using best practice customer interactions, distribute the clips to agents electronically, and assess the agents' uptake of the knowledge transfer without the complexity of conducting multiple classroom sessions."

"The Co-operative Bank recognizes the importance of providing agents with best practice scenarios to help them master specific skills in a timely manner, which led to the selection of Witness Systems' eQuality Producer," said David Robinson, customer service manager for business learning and development for The Co-Operative Bank. "Using the solution, we are able to rapidly create customized learning that's unique to our business and that more effectively targets the skills our agents need to provide excellent customer service."

About eQuality Producer and eQuality Now

eQuality Producer leverages the real-life scenarios that agents encounter on a daily basis to create company-specific learning content. Using the solution, organizations can address skill deficiencies with e-learning based on actual recorded customer interactions, eliminating the time-consuming hassles of expensive courseware development. eQuality Now serves as an integrated, electronic, actionable learning solution that personalizes and automates online agent training. It optimizes workforce performance by identifying, scheduling and delivering online learning directly to agents' desktops, based on skill gaps identified through their performance evaluations to enhance skills, increase retention and optimize customer relationships.

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, increase revenue, reduce costs, and achieve greater customer retention and loyalty. An integrated business consulting, implementation and training methodology enables organizations to maximize their return on investment. For additional information about Witness Systems and its eQuality software suite, visit www.witness.com.