WITS Witness Systems (MM)

Witness Systems (NASDAQ:WITS), a leading global provider of workforce optimization software and services, today announced that the Spanish affiliate associated with the European Telegate Group � an organization that manages the �11811� telephone information number and directory assistance service � has implemented its Impact 360� Workforce Management solution to drive business growth, as well as heighten staff retention and agent performance among its more than 600 employees in Las Rozas, Madrid. Recognized as the first private company to offer a telephone information service in Spain, 11811 has already experienced benefits from its Impact 360 deployment. These include creating a process that consistently meets service levels, increasing agent satisfaction and center productivity, and improving agent performance plans. It also has enabled the organization to achieve better budgeting by getting out of the day-to-day activity mode, using long-term strategic planning with the aim of improving the 11811 call center�s profitability and increasing user loyalty. �Impact 360 is a great asset to 11811 in Spain, as we can schedule agents more effectively. We also can improve the agents� ability to provide a better service to our customers. Another key factor for us is our ability to increase agent satisfaction by improving their overall working environment in the call center,� says Marta Diez, director of call center operations at 11811. 11811 launched the Impact 360 Workforce Management solution throughout its entire contact center. The software has become �the tool� par excellence for work. Agents have also widely recognized the benefits of using the solution from an empowerment, productivity, and work planning and scheduling perspective. With the use of Impact 360 Workforce Management, 11811 has reached unprecedented effectiveness and efficiency levels, reduced operational costs, increased profits, improved service channel delivery and strengthened customer loyalty. Further, the software has enabled the company to automate, optimize and manage resources across a wide variety of levels: individual, joint and business unit transactions. With Impact 360 Workforce Management, 11811 can automate and accurately forecast call volumes and schedule accordingly to meet demand. The company also can verify the number of agents and use intra-day management to adjust schedules and staffing as necessary. This allows the organization to improve customer satisfaction through high service quality and availability. In addition, the solution allows the 11811 number to reduce costs by not having employees with idle time on their hands, or on the contrary, having overstressed agents due to inadequate scheduling of the capacity of the contact center. Additionally, Impact 360 Workforce Management delivers scorecard and eLearning functionality that can provide 11811 with views into performance metrics and measures, as well as the ability to assign and deliver best-practice learning to employees� desktops to address skill gaps, communicate policy updates/changes and supplement classroom training. Through Impact 360 Workforce Management, 11811 has experienced gains in employee productivity, but more importantly, there has been an increase in employee satisfaction. With the software solution�s �time off management� function, agents can even access and manage their days off or holiday requests online with the absolute assurance that they will be captured in the system. This delivers great time saving measures for both employees and the company, and is yet another factor that has contributed to the professionalism, fulfillment and empowerment of 11811�s staff. About Impact 360 Proven and easy-to-use, Impact 360 Workforce Management simplifies the complex task of forecasting and scheduling, while providing insightful performance management and actionable learning capabilities. Leveraging the solution, organizations can reduce costs by staffing appropriately to meet their workloads, drive business growth, and improve employee effectiveness and retention. Impact 360 Workforce Management is part of the Impact 360 Workforce Optimization solution from Witness Systems. As the market�s most complete workforce optimization solution, it unifies software and services for quality monitoring/full-time recording, workforce management, performance management and eLearning under a flexible, open-systems architecture that features a single user interface, along with centralized administration and reporting. Operating in TDM, IP and mixed telephony environments, Impact 360 maximizes the information flow within enterprises, businesses and call centers, providing deep insight into workforce performance, caller interactions and customer service processes, while driving cost savings, strategic decision-making and competitive advantage. About Telegate Telegate AG, founded in Germany 1996 where it is the second largest telephone information service company after Deutsche Telekom, has moved its German business model into other European countries such as Italy, Austria and Spain. The 11811 number (the only one that is read the same both ways) and the 11880 number are the numbers through which the Spanish affiliate for the Telegate Group offers its directory information services. Telegate Espa�a was created in December 1999 and began its operations in May 2000, becoming the top private company to offer this service in Spain. About Witness Systems Witness Systems (NASDAQ:WITS) is the worldwide leader in software and services that help businesses capture customer intelligence and optimize their workforce performance. The company�s Impact 360� solution features quality monitoring, compliance and IP recording, workforce management, performance management, eLearning and customer feedback. Deployed in contact centers -- as well as the remote, branch and back offices of global organizations -- the workforce optimization solution captures, analyzes and enables users to share and act on cross-functional information across the enterprise. With Impact 360, organizations can improve interactions and the underlying back-office processes that enhance the customer experience and build customer loyalty. For more information, visit us at www.witness.com. Cautionary Note Regarding Forward-looking Statements: Information in this release that involves 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 �will,� �anticipates,� �expects,� �intends,� �plans,� �believes,� �estimates,� and similar expressions and statements about present trends and conditions that may extend into the future. 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 the company�s ability to compete successfully in the future; fluctuations and changes in customer demand and preferences; the risks associated with new product introductions and customer acceptance of those products; the rapid technological change characteristic of the company�s markets; the company�s ability to manage its growth; the ability of the company to complete and integrate successfully any acquisitions or investments it may make; strategy and execution risks relating to acquisitions and investments; the timing of orders; the risks associated with international sales as the company expands its markets, including the risks associated with foreign currency exchange rates; the successful completion of the acquisition by Verint Systems Inc.; the risk of management distraction and other consequences that might result from the review of certain option grants and option granting practices described in the Current Report on Form 8-K filed by the Company on August 11, 2006 and related developments, 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, 2006 as filed with the Securities and Exchange Commission. Witness, Impact 360, Improve Everything and the Witness logo are the trademarks (registered or otherwise) 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.