WITS Witness Systems (MM)

Building Employee Morale, Ensuring Compliance and Reinforcing Quality Key to Success Witness Systems (NASDAQ: WITS), a leading global provider of workforce optimization software and services, today announced during its Driving Innovation user conference that Jim Jones, Director of Process Improvement for Asurion, a leading provider of enhanced services to the wireless telecommunications industry, has been named its 2006 "Innovator of the Year." Presented this week during Witness Systems' tenth annual customer conference in Toronto, the award recognizes outstanding accomplishments and innovative customer service programs that drive revenue, heighten employee morale, and increase customer satisfaction and retention. In support of its growing customer base, Jones developed and implemented a program that leverages Witness Systems' Impact 360(TM) Quality Monitoring solution to increase processing compliance and accuracy within the company's insurance claims verification department. Asurion's associates in the Assurance Services Group work directly with the company's contact center agents in assisting claimants real-time with their handset insurance claims. Supporting the process and a commitment to enhance subscriber experiences, Jones' team leverages Impact 360 to increase claim accuracy, track compliance to business processes, ensure service quality, and reinforce performance best practices. As a result of the program and the technology supporting it, Asurion reports increased accuracy in its disposition of claims, which ultimately has improved the overall subscriber experience. Accuracy rates translate into even higher levels of customer satisfaction and significantly reduce costs for the organization. Jones piloted the program with a small percentage of his team to establish a benchmark and pre-define success factors. Early on, it demonstrated such business value that Asurion quickly moved all associates into the program. Leveraging Impact 360 Quality Monitoring in tandem with its other systems, Asurion has significantly reduced operational costs, while maintaining a commitment to and investment in staff coaching, training and development. "Through his commitment to driving high quality customer interactions and focusing on increasing employee morale, Jim has helped create an atmosphere of trust and credibility. The program he instituted also has enabled our supervisors to coach with greater confidence," explained Rick Taweel, Vice President, Assurance Services Group. "To be successful and ensure accuracy and satisfaction, we must leverage the appropriate tools and processes for these high value transactions. The program, with Impact 360 at its foundation, has provided our associates with an opportunity to receive constructive feedback that helps instill best practices and ensure a focus on customer service excellence, all of which had led to greater degrees of accuracy. This ultimately helps the company reduce costs while improving the customer experience - and affirms our commitment to helping our associates grow in their positions." About Driving Innovation Sponsored by Witness Systems, this year's Driving Innovation user conference runs from May 7-10 at the Westin Harbour Castle in Toronto, Canada. The customer event spotlights the latest innovations, techniques and best practices for capturing customer intelligence, optimizing workforce performance, and improving customer satisfaction. For more information, visit www.driving-innovation.net. About Asurion Asurion is the leading provider of enhanced services to the wireless telecommunications industry. Asurion's products are designed to provide high value to consumers while also delivering financial and service benefits to its partners. Offerings include (among others) Roadside Assistance Services, Handset Insurance Services, Warranty Management, Debt Protection, Telephone Equipment Maintenance and Managed Wireless Solutions. Asurion serves over 50 million subscribers through its relationships with most of the leading wireless carriers in North America and Asia. 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 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, 2005 as filed with the Securities and Exchange Commission. Witness, Impact 360, Improve Everything and the Witness logo are the trademarks (registered or otherwise) 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.