WITS Witness Systems (MM)

Witness Systems (NASDAQ: WITS), a leading global provider of workforce optimization software and services, today announced that it has been awarded CRM Magazine's 2005 "Service Leader Award" in Quality Monitoring for its innovative and enhanced customer interaction recording solution. For the second year, the publication has honored those companies that have paved the way in customer service initiatives over the past year. The company also received honors for newly-acquired Blue Pumpkin's Workforce Management software, while two of the company's customers - CCH, Incorporated and Knology, Inc. - were named "Service Elite Award" winners in the quality monitoring and workforce management categories for exceptional customer care and impressive return on investment after implementing Witness Systems' contact center solutions. These industry recognitions highlight the powerful technology and innovation combination of Witness Systems' comprehensive workforce optimization solution. The company provides the contact center industry's first end-to-end solution for optimizing workforce performance, combining features of quality monitoring/contact center recording, workforce management, performance management and e-learning to give customers the necessary tools to deliver increased business value and drive their success. 2005 CRM Service Leaders Awards Witness Systems received distinction and top honors in the "CRM Service Leaders Awards," which were presented to the top vendors in seven categories that provide impressive customer care architecture, technology and services. The company was named the top winner in Quality Monitoring and a leader in the Workforce Management and Optimization categories. Winner distinction was based on financial performance, market share, analyst rankings, depth of functionality and reputation for customer satisfaction, as well as corporate and management direction. Quality Monitoring Witness Systems topped the Quality Monitoring category based on its progressive vision and by outperforming all category contenders in reputations for both customer satisfaction and company direction. It also cited the company as the market leader in developing an integrated Workforce Optimization solution. In quality monitoring, the company was recognized for further enhancing its robust software. In addition to its solution being used in contact center and IP Telephony environments, Witness Systems was recognized for having extended its software to back office environments to improve productivity tied to such customer support areas as order fulfillment, claims processing and billing. Its back office solution allows companies to capture employee desktop activities, evaluate recorded transactions and identify best practice that can be leveraged for actionable learning. Workforce Management Blue Pumpkin - a Witness Systems company - received recognition in the Workforce Management and Optimization category, where it was cited as the overall category leader for depth of functionality. Its leading workforce management solution streamlines call centers' operations by setting goals through performance management and providing planning, forecasting, scheduling and adherence capabilities. The software manages all operational facets of the workplace from a single application suite, integrating the processes of planning organizational needs, executing operations and evaluating success. 2005 CRM Service Elite Awards For its "Service Elite" awards, the publication named six end-user companies - one third of which were Witness Systems customers. Honors were presented based on return on investment, project implementation and overall impact on the organizations. Quality Monitoring CCH, Incorporated received the top Quality Monitoring award, posting impressive results through its use of Witness Systems' technology. Since implementing the recording and performance evaluation solution, CCH has raised customer satisfaction to 93 percent, using the software to gather valuable customer business intelligence and improve processes for greater productivity and enhanced customer service. It also has experienced significant savings by decreasing call handle and customer wait times. Workforce Management Knology, Inc. took top honors through its use of Witness Systems' technology in the Workforce Management category. Leveraging the software, it achieved such measurable results as increasing first call resolution, decreasing call abandonment by nearly one third and improving customer satisfaction by more than 120 percent. About Witness Systems Witness Systems (NASDAQ: WITS) is a leading global provider of workforce optimization software and services. The company's solutions - which play a strategic role in the customer interaction centers of Global 2000 and small- and medium-sized businesses (SMBs) worldwide - also are 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 applications. 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 annual report on Form 10-K for the year ending December 31, 2004, and any other reports filed from time to time with the Securities and Exchange Commission. Witness, eQuality 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.