WITS Witness Systems (MM)

Leading organizations across the world drive customer satisfaction and adherence to business requirements leveraging Witness Systems IP Recording in a Cisco Contact Center environment Witness Systems (NASDAQ: WITS), a leading global provider of workforce optimization software and services, today announced that it has surpassed its 1,000th worldwide customer site deployment of Impact 360(TM) IP Recording in a Cisco Systems Unified Contact Center environment. Leading companies, such as Heritage Trust Federal Credit Union, hostTALK Limited and SingTel, are using the software to enhance customer satisfaction and optimize their business processes. Witness Systems' Impact 360 IP Recording solution allows customers to record, categorize, notify and store calls for both quality and compliance purposes. Further, the solution can scale down to single channel recording to meet the needs of individuals or smaller businesses, and scale up to fulfill the full-time recording requirements at the enterprise level, as well as in large- and multi-site contact centers. "With 1,000 customer site deployments in a Cisco Unified Contact Center environment, we're furthering our goal of bringing the benefits of contact recording, review and analysis to potentially everyone who uses a telephone at their place of work," said Bill Schneider, director, global strategic partnerships for Witness Systems. "As a fully scalable and cost-effective solution, Impact 360 IP Recording can meet the needs of organizations of all types and sizes. We're focused together with Cisco on delivering the most advanced solutions and infrastructures to drive business efficiencies, revenue and customer satisfaction." "Cisco recently marked its 3000th Unified Contact Center customer. Clearly, achieving 1000 joint deployments with Witness Systems' IP Recording illustrates the success of this solution and the market commitment that Witness Systems brings," said Cindy Thibault, partner program manager for Cisco's Customer Contact Business Unit. "Witness Systems is a long-standing member of the Cisco Technology Developer Partner Program, an investment that helps further emphasize and ensure product reliability, solid support and customer success." The Cisco Technology Developer Program sets criteria for interoperability testing by independent third parties and helps enable leading product and services firms to deploy innovative business solutions. The program provides enterprise or service provider customers - such as Witness Systems - with information regarding Cisco Technology Developer Partner products and services that an independent testing facility has tested and found to interoperate with Cisco networking technology. Together, the Witness Systems and Cisco technology helps enable great opportunities for improving business performance. Enterprises can reliably fulfill compliance requirements; improve productivity; reduce costs by improving operational efficiency; and increase caller/customer satisfaction. Heritage Trust Federal Credit Union Furthers Member-First Service Commitment South Carolina-based Heritage Trust Federal Credit Union provides an array of financial products and services for its members, ranging from checking and savings accounts to car loans and home mortgages. Core to its success is its member-first commitment. "We selected Impact 360 IP Recording for our Cisco Unified CallManager environment to support our top initiative - maintaining and growing member satisfaction. In addition to meeting our compliance and regulatory requirements, we have also seen agent performance scores increase by 50 percent. By observing the qualities of high-value calls, our staff is able to experience and replicate how to most effectively answer questions and offer solutions," said Cindy Young, consumer lending manager at Heritage Trust Federal Credit Union. hostTALK Limited Supports U.K. Car Retailer, Motorpoint Motorpoint, the U.K.'s number one car supermarket, takes advantage of the hosted IP telephony services - which include Impact 360 and Cisco Unified CallManager - provided through hostTALK Limited. "We have successfully deployed Witness Systems' new Impact 360 IP Recording solution and use it in conjunction with Cisco Unified CallManager to help provide an invaluable aid for Motorpoint in terms of staff coaching and dispute management," said Andrew Gilbert, managing director, hostTALK Limited. "Motorpoint needed a reliable solution to support its staff in recording key transaction information on financial services and contract issues. Since deploying Impact 360 IP Recording, it has found the solution particularly easy to use, with staff having the ability to capture a complete record of their interactions at the touch of a button." SingTel Advances Focus on Customer Excellence Strategy SingTel is Asia's leading communications group with operations and investments in more than 20 countries and territories around the world. With a significant presence in Singapore and Australia (through wholly-owned subsidiary SingTel Optus), the group provides a comprehensive portfolio of services that include voice and data services over fixed, wireless and Internet platforms. "Anticipating the needs of our customers by offering them value and quality services is one of the most critical factors in our disaster recovery business today. Using Witness Systems' IP Recording solution has enabled us to optimize disaster recovery call center performance. We can capture, record, store and replay all customer call interactions, as well as identify patterns or trends," explained Richard Koh, deputy director, product marketing for SingTel. "In addition, we can learn from these customer interactions and apply insights gained to further improve customer satisfaction. Overall, the full integration of the Witness Systems solution with our Cisco Unified Contact Center ensures we maximize the functionality of our full system. It also helps ensure we can continually measure and improve the quality of our service to deliver on our customer excellence strategy." About Impact 360 Impact 360 is the market's most complete workforce optimization solution, bringing together software and services for workforce management, quality monitoring/full-time recording, e-learning and performance management under a framework that provides a single user interface and centralized administration. Operating in traditional, IP and mixed telephony environments, Impact 360 maximizes the information flow within enterprises, businesses and call centers, providing deep insight into workforce performance, caller interactions and customer service processes. In addition to ensuring business compliance and liability needs are met, Impact 360 enables companies to enhance their business processes, drive revenue and cost savings, and provide valuable caller/customer insight for strategic decision-making and competitive advantage. About Witness Systems Witness Systems (NASDAQ: WITS) is the worldwide leader in software and services that help businesses capture customer intelligence and optimize their workforce performance. The company's Impact 360(TM) solution features quality monitoring, compliance and IP recording, workforce management, performance management and e-learning. Primarily deployed in contact centers - as well as the remote, branch and back offices of global organizations - the workforce optimization solution captures, analyzes and enables users to share and act on cross-functional information across the enterprise. With Impact 360, organizations can improve interactions and the underlying back-office processes that enhance the customer experience and build customer loyalty. For more information, visit us at 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.