WITS Witness Systems (MM)

Witness Systems (NASDAQ: WITS), a leading global provider of workforce optimization software and services, today announced that Teligence has selected its Impact 360 Advanced Workforce Management package to streamline contact center operations and reduce costs. Teligence, a premier provider of voice-enabled services for social networking and entertainment in North America, needed an easy way to view performance information with workforce schedules to ensure that customers receive premier service. With a revenue growth rate of 258 percent over the last four years, Teligence is a fast growing company focused on accommodating an immense customer base. The Impact 360 solution simplifies the task of forecasting and scheduling, enabling contact centers to capitalize on unique skills and proficiencies of every agent. As a result, Teligence can reduce costs by staffing appropriately to meet the workload, drive business growth, and improve employee effectiveness and retention. Having the ability to staff appropriately also allows for more even distribution of calls, which leads to increased employee satisfaction and performance. "We selected Impact 360 from Witness Systems because it brings two of the most critical contact center components - workforce management and performance management - into one integrated solution," said Murray Hoban, vice president, Customer Service, Teligence. "The ability to staff our agents based on performance, individual skill sets and actual business need gives us the flexibility we've always needed." Teligence plans to integrate agent schedules with payroll operations to automate the process and compensate employees quickly and accurately. The company will also leverage captured customer interactions to convey policy updates, agent changes and formalized training. Organizations, such as Teligence, can use the recorded interactions to build a library of "best practices" for training and performing assessments to gauge skill acquisition and knowledge retention. Further, Impact 360 contains role-appropriate scorecards that display actual employee performance metrics. The scorecards include an extensive set of key performance indicators (KPIs), which enables contact center staff to see how they are performing against their goals. This visibility motivates staff to improve and allows managers to focus on identifying trends and capitalizing on opportunities. "Companies like Teligence need an effective and easy way to centrally manage critical contact center operations and improve back office processes," said Nancy Treaster, senior vice president, Global Marketing, Witness Systems. "Impact 360 gives Teligence the ability to combine previously disparate contact center functions - such as performance management, workforce management and payroll - to produce a smart and cost-effective process. By leveraging the packaged workforce solution, Teligence is able to manage its personnel effectively while also capitalizing on the valuable information captured through customer interactions." About Teligence Teligence develops and delivers voice-enabled services for social networking and entertainment in North America. We are the largest player in the 'social chat' business. Serving over 1100 communities in the US and Canada. Across North America we reach over 100 million people looking for friends, dates or relationships. Teligence's success is underlined by profits, surging revenues and growth plans. Our business has grown in 15 years from a 4-person operation to an organization with 500 Associates specializing in every aspect of our diverse business; from Marketing to Technology, Customer Service and Advertising. For more information about Teligence visit www.teligencecom.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, 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.