WITS Witness Systems (MM)

Leading quality passenger and commercial vehicle provider invests in Witness Systems' quality monitoring solution to help make its customer service process more transparent and consistent Witness Systems (NASDAQ: WITS), a leading global provider of workforce optimization software and services, has announced that the DaimlerChrysler Customer Assistance Center (CAC) based in Maastricht in the Netherlands, will implement its contact center quality monitoring solution. DaimlerChrysler CAC will use the Witness Systems software to help provide superior quality-driven customer service to its many stakeholders, including Mercedes-Benz, Chrysler, Smart and Jeep customers, European dealers, and as a first point of entry for its European operating countries. DaimlerChrysler CAC will initially implement Witness Systems' software for use by over 700 international agents, replacing its previous quality monitoring approach, which was based on a combination of manual data and quantitative information. Leveraging Witness Systems' quality monitoring solution, DaimlerChrysler CAC will be able to capture entire customer interactions - including both voice conversations and agent desktop activities - and evaluate and analyze these contacts for a complete quality assessment. DaimlerChrysler CAC also plans to use the captured interactions to supplement its e-learning and training programs, as well as to provide input into the company's key performance indicators (KPIs) and dashboard-based management tools. "Quality-driven customer service is a core DaimlerChrysler value, and for our many European customers that begins with the quality of service provided by our Customer Assistance Center in Maastricht," commented DaimlerChrysler CAC's General Manager Marketing and Sales, Roland Staehler. "We knew that implementing a quality monitoring solution would help us increase the quality of our customer service and make it more transparent and consistent. After carefully assessing available solutions, we selected the Witness Systems approach based on its functionality, ease-of-use and Web-based architecture. We were also impressed by the company's focus on business drivers and its proven experience in implementing major multi-national solutions for leading European and global organizations." "A well established global entity, we're delighted to be working with DaimlerChrysler CAC and serving as its workforce optimization partner," added Steve Allen, Senior Vice President, International Operations for Witness Systems. "We look forward to the implementation phase, as the company rolls out our workforce optimization software as a platform for integrated quality management." DaimlerChrysler CAC's implementation of Witness Systems' browser-based customer interaction recording and performance assessment solutions is scheduled to go live in August 2005. As part of the process, DaimlerChrysler CAC and Witness Systems will work closely to integrate the software with the CAC's existing Siebel CRM system for increased customer quality. About DaimlerChrysler DaimlerChrysler is unique in the automotive industry: the product portfolio ranges from small cars to sports cars and luxury sedans; and from versatile vans to heavy duty trucks or comfortable coaches. DaimlerChrysler's passenger car brands include Maybach, Mercedes-Benz, Chrysler, Jeep(R), Dodge and smart. Commercial vehicle brands include Mercedes-Benz, Freightliner, Sterling, Western Star, Setra and Mitsubishi Fuso. It offers financial and other automotive services through DaimlerChrysler Services. DaimlerChrysler's strategy rests on four pillars: global presence, strong brands, broad product range and technology leadership. DaimlerChrysler has a global workforce and a global shareholder base. With 384,723 employees, DaimlerChrysler achieved revenues of EUR 142.1 billion (USD 192.3 billion) in 2004. 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 enterprises (SMEs) worldwide - are also 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 Form 10-K for the year ended December 31, 2004 and its Form 10-Q for the quarter ended March 31, 2005, as filed 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.