WITS Witness Systems (MM)

Company to Leverage Pre-Packaged Software and Services to Capitalize on Valuable Information Captured Through Customer Interactions Witness Systems (NASDAQ: WITS), a leading global provider of workforce optimization software and services, today announced that Asurion, a leading provider of specialty insurance and other marketing services to the wireless communications industry, will deploy its Advanced Quality Monitoring Solution to capture customer intelligence, improve customer experiences and increase customer retention. The solution includes pre-packaged software and services for voice and data recording, contact editing, evaluations, lesson management, advanced scorecards and advanced business rules. Asurion's products include handset and data device insurance programs, roadside assistance services, warranty management plans, managed wireless solutions and a variety of other customized products. The organization serves approximately 20 million wireless subscribers in North America. Asurion plans to use Witness Systems' Quality Monitoring Solution to optimize contact center performance by improving customer interaction and back office processes. More specifically, the company will leverage the solution to evaluate and display actual employee performance metrics within its multiple contact center operations. The enterprise reporting, e-learning and analytics capabilities of Witness Systems' offering enable Asurion to better gauge performance levels against business goals. Having this level of visibility helps motivate agents to improve and enables managers to focus their efforts on other opportunities. "There is no doubt that Witness Systems' solutions transform customer service - highlighting it as a strategic asset and competitive advantage," said Jaye Thomas, senior vice president, claims management, Asurion. "Our company has a reputation for providing superior customer service, and Witness Systems' approach to optimizing the workforce will help to keep us ahead of the industry." Following Witness Systems' April introduction of the industry's first end-to-end solution for optimizing workforce performance, companies such as Asurion are experiencing the benefits to working with a single vendor offering. When the two anchor segments of quality monitoring/call recording and workforce management are united with performance management and e-learning, true value emerges. These four components become part of an interwoven and integrated solution, enabling contact centers to transition from reactive cost centers to proactive, information-rich departments that deliver strategic value. About Witness Systems Advanced Quality Monitoring Witness Systems' pre-packaged Quality Monitoring Solution uniquely combines proven call recording functionality with insightful performance management and e-learning capabilities. The solution is designed to optimize agent performance, reduce risk and automate manual processes, such as monitoring and quality assurance, as well as increase first call resolution, drive contact center revenue generation and ensure consistent customer experiences. The browser-based solution reliably captures, evaluates and retrieves customer interactions across multiple channels and sites. It provides high-volume and business-driven recording functionality, along with advanced data storage, retrieval and presentation capabilities, and tools to evaluate and enhance agent performance and training. By capturing customer contacts, users can assess how well agents interact with customers, in addition to how well processes and technologies support them in doing so. About Asurion Asurion Corporation is the leading provider of specialty insurance and other marketing services to the wireless telecommunications industry. Asurion's services are designed to provide high value consumer services while also delivering financial and service benefits to its wireless carrier partners. Service offerings include (among others) Handset Insurance Services, Roadside Assistance Services, Warranty Management and Managed Wireless. Asurion serves over 20 million subscribers through its relationships with most of the leading wireless carriers in North America and Asia, including Alltel, Cingular, T-Mobile, Verizon Wireless and more than 20 other clients. The company is vertically integrated with capabilities in claims administration, client services, product marketing, risk management, reverse logistics, repair, distribution, fulfillment and underwriting. Asurion's 2,500 employees are dedicated to these activities across five North American offices in Nashville, Houston, San Mateo, Dallas and Moncton, as well as offices in Singapore, Korea and Japan. For additional information about Asurion, visit www.asurion.com. 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, performance management and actionable learning 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 June 30, 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.