WITS Witness Systems (MM)

Witness Systems (NASDAQ: WITS), a leading global provider of workforce optimization software and services, today announced that it received the highest rating issued ("positive") in Gartner's MarketScope for Contact Center Workforce Optimization, 2006(a), a report published July 13, 2006 by Principal Research Analyst Jim Davies. The comprehensive research recognizes contact center workforce optimization (WFO) is rapidly evolving and provides an overview of the marketplace. It outlines specific guidance to help companies evaluate WFO vendors, including their visions and solutions. According to the report, "Not all vendors from associated markets are committed to WFO." Of the more than 30 companies Gartner listed, only five met the firm's criteria for inclusion in the report, including Witness Systems. As defined by Gartner, "A WFO solution integrates disparate contact center technologies - ranging from CCPM (contact center performance management), e-learning, QM (quality monitoring) and WFM (workforce management) - to execute against a high-level framework encompassing strategic contact center planning, agent recruitment, deployment, monitoring, evaluation, improvement and motivation, and corporate accountability/contribution." A Gartner MarketScope positive means the firm recommends that existing customers continue incremental investments, while potential customers should put this vendor on a shortlist of tactical alternatives. Gartner's MarketScope provides specific guidance for users who are deploying, or have deployed, products or services. The firm's ratings are based on a weighted evaluation of vendors' products in comparison with the evaluation criteria - which includes product/service, overall viability (business unit, financial, strategy, organization), customer experience, offering strategy, sales strategy and geographic strategy. To qualify for inclusion in the research, providers were required to demonstrate in-house capabilities for the four components that comprise WFO, be financially viable, and be able to offer a solution that spans QM and WFM. About Impact 360 Impact 360 is the market's most complete workforce optimization solution, unifying software and services for quality monitoring/full-time recording, workforce management, performance management and e-learning under a flexible, open-systems architecture that features a single user interface, along with centralized administration and reporting. Operating in TDM, 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, while driving cost savings, 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 unifies 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. (a) MarketScope Disclaimer The MarketScope is copyrighted July 13, 2006 by Gartner, Inc. and is reused with permission. The MarketScope is an evaluation of a marketplace at and for a specific time period. It depicts Gartner's analysis of how certain vendors measure against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the MarketScope, and does not advise technology users to select only those vendors with the highest rating. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose. 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.