WITS Witness Systems (MM)

During the week of October 3-7, Witness Systems (NASDAQ: WITS), a leading global provider of workforce optimization software and services, recognizes the 13th Annual "National Customer Service Week." The weeklong event is devoted to acknowledging the importance of customer service and honoring the people on the frontlines of the service revolution. "Customers communicate directly with the service representatives of an organization more often than they see a company's advertising," observes Oscar Alban, principal, global market consultant for Witness Systems. "This means that the industry's call center workforce will converse with more people in a single day than a paid celebrity endorser. Often overlooked, the largest branding vehicle for a contact center and number one spokesperson is the call center agent." Datamonitor, a premium business information company specializing in industry analysis, states there are approximately 2.9 million customer service representatives (CSRs) in the United States and five million globally. These numbers represent a contact center workforce that serves as a critical link between a company and the buying public. CSRs are the backbone for many corporate-sponsored strategic initiatives, including customer retention, increasing revenues and building brand loyalty. In an effort to increase awareness and appreciation for National Customer Service Week, the following provides several simple ways to acknowledge contact center staff and reinforce their role in redefining customer service by listening to the customer, gaining valuable insight and customer intelligence to improve corporate campaigns, and increasing cross- and up-sell opportunities. Alban adds, "National Customer Service Week provides an opportunity to reflect on these 'front-line warriors' who are in the trenches representing an organization." Ways to recognize CSRs during National Customer Service Week and throughout the year: -- Remember to say 'thank you' for their continued commitment to achieving customer service excellence. -- Provide professional support by offering valuable training, updated tools and increased communications. -- Be sure to show respect for your agent base, and they will in return show respect to customers. -- Share corporate/product/service information that will enable and empower agents to improve communication with a customer. -- Build a stronger call center community by establishing recognition programs to highlight individual and group achievements. 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 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.