WITS Witness Systems (MM)

Witness Systems (NASDAQ: WITS), a leading global provider of workforce optimization software and services, today announced expanded integrations and new functionality to its Impact 360(TM) Workforce Optimization solution. For organizations seeking a next-generation workforce optimization (WFO) solution, this second release of Impact 360 includes more tightly integrated functions across quality monitoring/full-time recording, workforce management, performance management and e-learning. Available this month, key additions include deeper e-learning process integration, targeted learning from key performance indicators (KPIs), one-touch drill down from scorecards to schedule adherence, and the addition of an ad-hoc reporting data model for performance management. As the contact center becomes an increasingly valuable environment for organizations to collect customer information, collaborate on customer service challenges and drive consistency, the people tasked with performing these activities benefit from even more powerful and versatile software to accomplish their goals. "These integrations help our customers make better decisions faster by streamlining processes and providing access to information that is difficult, if not impossible, to access through independent applications," said Nancy Treaster, senior vice president of global marketing for Witness Systems. "Customer service directors are feeling the pressure to deliver exceptional customer experiences, while still delivering service more rapidly and cost-efficiently. An integrated WFO capability reduces initial and ongoing total cost of ownership for these applications when compared to purchasing, implementing and using them separately." Since announcing the industry's broadest WFO solution last year, Witness Systems has further evolved Impact 360 with the addition of new features and functionality. Enhancing its software and services based on customer feedback, the solution includes new performance management functionality, which enables customers to gain a broader view and better understanding of performance, deliver in-depth root cause analysis and resolve issues faster. Improved e-Learning Processes Through Expanded Integration Impact 360 helps companies gain a more holistic view of agent and contact center performance by simplifying the combination of competency levels and training scores with other performance metrics through predefined learning KPIs. Organizations can now quickly target learning from any scorecard KPI based on the software's ability to assign training automatically when performance varies from established goals. Customers can streamline processes, save time and reduce errors, and rapidly change behavior by using Impact 360 to close knowledge gaps. Resolve Adherence Issues Quickly with One-Touch Drilling from Scorecards to Adherence Details Customers can now use Impact 360 to drill directly through to adherence management details from adherence KPIs within the performance management software. This level of visibility delivers insight that allows managers to diagnose the root causes of adherence issues quickly and drive changes in processes or behaviors. Gain Faster Insight from Interactions with the Enhanced Ability to Drill from Scorecards Users can gain even greater insight into how interactions unfold by leveraging the deeper integration between Impact 360's performance management scorecards and call recording/quality monitoring functions. The enhanced integration enables drill-down capabilities from the scorecard to the voice/screen interactions providing a broader, more detailed analysis for first-hand insight and perspective. Create Insightful Custom Reports Through the New Ad-hoc Data Model for Performance Management Impact 360 now enables simpler cross-functional decision making by defining performance management metrics to a single customer reporting data model. With such a broad collection of WFO data available through a single reporting infrastructure, users benefit from easy access to standard and ad hoc information. Now with exclusive Cognos reporting capabilities across the Impact 360 solution - including performance management - business users can quickly create simple ad hoc query reports by dragging and dropping columns in the browser-based graphical user interface for more flexible analysis of center performance. In addition to the capabilities described above, Impact 360 already enables users to: -- Combine evaluation scores with other metrics within scorecards -- Combine workforce management statistics with other metrics in scorecards -- Drill to interactions from scorecards -- Easily turn recordings into training -- Click to lesson assignment from call replay -- Deliver learning based on evaluated competency gaps -- Insert training requests into schedulers' task lists -- Link directly to training home pages from schedules -- Document new competency levels for review during replay -- Use quality scores as factor in schedules -- Click to scorecard from schedule -- Drill to interactions from adherence management -- Live monitor from adherence management -- Record from adherence management Customers benefit from such features as one login to gain access to all appropriate WFO functions, one common graphical user interface for easy navigation between functions, and reduced maintenance through a single point of agent database administration. Impact 360 solutions and services also draw on a structured upgrade path and single support organization. With this second release of the solution, worldwide organizations can benefit from even easier installation and implementation, reduced learning curves and training expenses, and lower maintenance and software expenses - all of which translate into lower total cost of ownership and a faster return on investment. About Impact 360 Impact 360 is a WFO solution that brings together software and services for quality monitoring/full-time recording, workforce management, performance management and e-learning under a framework that provides a single user interface and centralized administration. By unifying these components, Impact 360 maximizes the information flow within the enterprise, providing deep insight into workforce performance, customer interactions and customer service processes, while driving cost savings, strategic decision-making and competitive advantage. 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 and its Form 10-Q for the quarter ended March 31, 2006, 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.