WITS Witness Systems (MM)

Compliance Recording Solution Captures Customer Calls for Agent Training and Assessment by Central Quality Unit; Speeds up Claims Process by Eliminating the Need for Written Confirmations Witness Systems (NASDAQ: WITS), a leading global provider of workforce optimization software and services, today announced that Scottish Widows, one of the most recognized brands in the life, pensions and investment industry in the UK, has installed its compliance recording solution. The company has deployed the recording system in its Chatham contact center to capture 100 percent of customer queries and payments on insurance policies. The organization is using the technology to train agents and improve accuracy, increase the timeliness of information, ensure regulatory compliance, and enhance customer service by eliminating the need in many instances for customers to confirm details in writing - dramatically accelerating the claims process. With products ranging from ordinary long term insurance to savings and investment solutions, Scottish Widows receives in excess of 80,000 customer calls every month. With the implementation of Witness Systems' compliance recording solution, the company can ensure consistent quality by capturing 100 percent of customer interactions - including the navigation of automatic systems and human interactions with agents. It also assigns contact attributes or "tags" to recordings for easy identification and reference, and holds all data related to a customer interaction in a unified database, which can be accessed and shared through the enterprise. The central storage of these calls is easily accessible for team leaders and training advisors to later use for improving agent interactions in Scottish Widows' Central Quality Unit. "The Witness Systems call recording solution is a great tool for Scottish Widows," commented Jan Knights, team manager, Scottish Widows. "We can provide an enhanced and more immediate customer experience over the phone, and it is also excellent for coaching purposes, because we can quickly and easily assess different types of calls handled by a specific employee." Jan Knights added: "Once training managers have tracked calls against specific targets, they can then play back specific segments of customer interactions to the agents to help them realize where they can improve, and then monitor them as they progress towards their individual goals. As well as training agents in issues such as regulatory compliance, from a broader business perspective, call recording provides proof of conversations, which are essential when we have compliance audits." Further, increased visibility of archived calls helps Scottish Widows set more specific targets for agent development. As part of its agent review schemes, Scottish Widows can specify the types of calls it wants to evaluate and identify areas for improvement and monitor the progress each agent is making against their targets. "Since the introduction of Witness Systems' technology within the quality team in Chatham, we have been able to increase the amount of calls that we quality check and proactively respond to the results," added Sadie Gough, team manager, Scottish Widows. "The system allows us to easily access the archive to select any call by agent name or time of day. Any manager can request specific types of interactions through the call tagging functionality and then listen to them at their desktop - they don't have to wait for a tape to be sent through." Witness Systems' compliance recording solution enables the Scottish Widows management team to increase efficiency, as it can assess more calls in a shorter space of time. Driving agent improvement is essential in terms of regulatory compliance and enhancing customer service, but it can also help increase staff retention, which goes even further to improve service provision. About Scottish Widows Founded in 1815, Scottish Widows has gone from strength to strength over the past 190 years; it is one of the top providers in the UK Life, Pensions and Investment market. Its products range from ordinary long-term insurance (such as life insurance, pensions and annuities) to savings and investment products. Scottish Widows became part of the Lloyds TSB Group in March 2000. Its brand, the Scottish Widow, is one of the most recognised in the life, pensions and investment industry (source: MarketMinder September 2004). Scottish Widows has a well-established multi-channel sales capability, distributing its products through independent financial advisers, direct sales, direct marketing, the internet and via the branch network of Lloyds TSB, with over 16 million personal and business customers. Scottish Widows currently employs around 4,000 people in: customer service, product development, investment, information technology, sales and marketing, actuarial services and support. It is headquartered in Edinburgh. About Witness Systems Witness Systems (NASDAQ: WITS) is a leading global provider of workforce optimization software and services. The company's Impact 360(TM) solution - which plays a strategic role in the customer interaction centers of Global 2000 and small- and medium-sized businesses (SMBs) worldwide - is 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. 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 September 30, 2005, as filed with the Securities and Exchange Commission. Witness, Impact 360 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.