Witness Systems' Workforce Optimization Solution Enables LogicaCMG Helpdesk Analysts to Answer 90 Percent of Calls Within 10 Seconds

Business Wire, Sept 7, 2006

ATLANTA & LONDON -- Software supports 250 multi-skilled, helpdesk-based analysts in providing efficient service to over 360,000 outsourced customers

Solution increases analyst satisfaction and retention, drives productivity, enhances call routing and improves managerial decision-making

Witness Systems (NASDAQ: WITS), a leading global provider of workforce optimization software and services, today announced that LogicaCMG - a leading international computer consultancy and a major international force in IT services - is successfully using its workforce optimization (WFO) technology to help develop a next generation approach for its outsourced customer helpdesk service.

Witness Systems' software enables LogicaCMG to predict the type and volume of calls, calculate the availability of resources, and ensure there is an accurate skills match across the skill sets identified for successful sales and service. As a result, LogicaCMG helpdesk analysts are now able to answer 90 percent of inbound calls within 10 seconds.

LogicaCMG implemented the workforce management component of Witness Systems' workforce optimization solution at its Bridgend site, which staffs 250 helpdesk analysts who provide support and advice to its outsourced customers. The solution was deployed in just four weeks, both on time and on budget.

In order to avoid any possible business disruption, it was then rolled-out to LogicaCMG's 360,000 outsourced customers over a period of four months. Working closely with Witness Systems' Consulting Network Professionals, LogicaCMG's planning and scheduling managers were able to ensure a seamless transition from its existing system to the new workforce management solution.

The combination of technology and efficient training has enabled LogicaCMG to achieve significant performance results. The company's multi-skilled analysts are answering 90 percent of calls within 10 seconds, which results in a 30 percent decrease in analyst resource requirements per 100 call hours. Notably, there has also been a shift of workflow back into the contact center. For example, because Witness Systems' workforce management solution ensures that the right agents with the right skills are available, more calls are resolved directly in the contact center, rather than being passed on to second line support, such as a site visit by an engineer.

"After closely examining all the leading providers of workforce management software, we selected Witness Systems based on its vision and clear product roadmap, secure backing and capacity to grow with us rapidly through our planned expansion - both in the UK and internationally," comments Huw Williams, planning and scheduling manager, LogicaCMG. "Instead of providing basic troubleshooting and call logging functions, we are now finding that, as a direct result of implementing the Witness Systems solution, scheduling the right analysts with the right skills to handle particular calls enables us to resolve more helpdesk queries without referral. This has allowed us to significantly reduce the time and cost it takes to address issues."

Huw Williams continues, "The system's superior level of granularity and intelligence enables us to significantly differentiate ourselves when it comes to delivering value-added services, and the Witness Systems team is always there to offer valuable advice on how to use the software more efficiently. Its workforce management provides valuable insight into the powerful role that today's workforce optimization best practices can play and has more than met our requirements - especially in allowing us to move toward an entirely new level of helpdesk capability and performance."

"LogicaCMG's use of the workforce management component of our Impact 360(TM) Workforce Optimization solution clearly illustrates the business benefits and impact it can have in fast-paced helpdesk environments," adds Chris Manton-Jones, vice president sales, EMEA, Witness Systems. "We are delighted that LogicaCMG leverages our technology to further build upon its position in the IT services and wireless telecoms market. It's an exciting time for the company, and we look forward to working closely to provide a closed-loop workforce optimization offering that can better identify key areas of value for both LogicaCMG and its customers."

About LogicaCMG

LogicaCMG is a major international force in IT services. It employs 30,000 people across 36 countries. LogicaCMG's focus is on enabling its customers to build and maintain leadership positions using LogicaCMG's deep industry knowledge and its track record for successful delivery. The company provides business consulting, systems integration and IT and business process outsourcing across diverse markets including telecoms, financial services, energy and utilities, industry, distribution and transport and the public sector. Headquartered in Europe, LogicaCMG is listed on both the London Stock Exchange and Euronext (LSE: LOG; Euronext: LOG). More information is available from www.logicacmg.com.