WITS Witness Systems (MM)

Increased Support of High Density Gateways Enables Company's IP Customers to Improve Workforce Productivity, Increase Customer Retention and Leverage Cost Benefits Witness Systems (NASDAQ: WITS), a leading global provider of workforce optimization software and services, today announced that it has introduced new functionality to its market-leading IP recording solution with increased support of high density gateways. By furthering the support of high density gateways, Witness Systems addresses what has emerged as an industry challenge within IP recording environments by providing additional capacity to large enterprises, as well as companies operating in remote or virtual environments. For customers across vertical markets, this enhancement delivers more concurrent channel capacity, enabling the company's IP recording solution to capture more interactions that can later be reviewed to improve both call handling and agent efficiency. With Witness Systems' IP recording, users can better leverage and allocate their resources to meet ongoing customer requests. By routing interactions to the best suited resource - whether they are located in the contact center, elsewhere in the company or even in branch offices - organizations can more effectively address and meet callers' needs, improving first call resolution and the quality of the overall caller/customer experience. With more than 800 IP sites deployed globally, Witness Systems' customers continue to benefit from the call handling, workforce productivity and cost benefits associated with their IP infrastructures. In fact, at its recent customer user conference, 17 percent of the company's customers surveyed reported that they expect to migrate to VoIP within the next year, with an additional 27 percent planning to make the move within the next two years. Combine that with those already operating in this environment, and the growing trend and migration of companies toward IP Telephony is clear. According to industry analysts, as many as 80 percent of contact center agents are expected to operate in an IP Telephony environment by 2009, up from approximately 10 percent today. To achieve customer retention through improved service and workforce productivity, a certain level of collaboration must take place across the enterprise. This requires that all resources, subject matter experts and back office personnel play a role in delivering a superior customer experience. By leveraging the Witness Systems IP recording and workforce optimization solutions, customers can: -- Monitor and evaluate people, process and technology quality, consistency and productivity in handling caller/customer interaction across the enterprise, including "virtual contact centers." -- Trigger recording of contact center transactions based on business rules, such as those focused on capturing potentially fraudulent transactions. -- Identify clear action steps for improving efficiency and effectiveness by reviewing samples of actual caller/customer interactions. Witness Systems' IP recording and complete line of workforce optimization solutions are designed to enable customers to identify areas where improvements can be made in employee, process and system performance, regardless of where interactions are handled in the enterprise. Through the enhanced support for high density gateways, Witness Systems IP recording has evolved to meet this need, enabling users to support their virtual contact center operations even more effectively. 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 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.