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Dimension Data and Witness Systems Form Partnership in Australian Contact Centre Market

  • 27 September, 2004 14:03

<p>Witness Systems, a global provider of performance optimisation software and services, and Dimension Data Australia today announced a strategic alliance which will enhance delivery of Witness Systems’ eQuality software suite to the Australian market. The partnership will allow Dimension Data and Witness Systems to offer industry-leading services and solutions to help Australian customers improve the quality and consistency of their contact centre performance.</p>
<p>Under the terms of the agreement, Dimension Data will offer Witness Systems’ eQuality suite of performance optimisation software through its Customer Interactive Solutions (CIS) division. Dimension Data’s CIS division helps organisations create a fully integrated customer interface to ensure a consistent customer experience and enhanced customer value. Dimension Data is known for its delivery of world-class services and solutions to some of Australia’s largest organisations, such as Telstra, Vodafone, Commonwealth Bank and NRMA.</p>
<p>"One of the biggest challenges facing Australian organisations today is the pressure to reduce costs while increasing productivity and customer satisfaction," said Rob Allman, Dimension Data’s national business manager for Customer Interactive Solutions. "As a trusted business partner for our customers, it’s important that we can help them address this challenge by offering a portfolio of solutions that combine our expertise in consulting and systems integration with the best products available in the market."</p>
<p>"As one of the industry’s leading providers of contact centre and IP telephony solutions, we believe it’s important to be able to offer Witness Systems’ eQuality suite to our customers. eQuality has unique strengths in quality management, IP recording and e-learning that add significant depth to our workforce performance optimisation portfolio," added Mr Allman.</p>
<p>The two companies have been working together very successfully over recent months with the relationship already producing a number of wins at high profile local organisations, including AAPT and Colonial First State.</p>
<p>"As one of the most respected technology integrators in the Australian contact centre industry, Dimension Data represents a key strategic channel partner for Witness Systems," said Dermot McCutcheon, Witness Systems’ managing director for Australia and New Zealand. "Our comprehensive product offering and reputation within the market, combined with Dimension Data’s expertise and credibility, makes this a compelling proposition for Australian companies looking to improve the quality and consistency of their customer service."</p>
<p>About the eQuality Suite
Witness Systems’ eQuality performance optimisation software and services are designed to capture customer intelligence and optimise workforce performance. The company’s software suite is comprised of high-volume and business-driven recording solutions for both Voice over Internet Protocol (IP) telephony and traditional telephony, and is used for compliance recording and/or quality monitoring of customer interactions. The suite also incorporates performance analysis and e-learning applications. Through its browser-based architecture, eQuality serves as an integrated, closed-loop performance optimisation solution that enables companies to record, evaluate, analyse and learn from customer contacts and the touch points they use. Using eQuality, organisations can capture valuable customer intelligence and share it in the contact centre and throughout the enterprise to enhance sales/service quality across all communications channels, develop staff, increase revenue, reduce costs and achieve greater customer retention and loyalty.</p>
<p>For More Information, Contact:
Witness Systems
Alba Oni
Witness Systems
+61 2 8907 0320</p>
<p>David Matthews
Porter Novelli for Witness Systems
+61 2 9463 7600</p>
<p>Dimension Data
Martin Aungle
Dimension Data Australia
+61 2 8249 5502</p>
<p>About Dimension Data
Dimension Data plc (LSE:DDT) is a specialist IT services and solution provider that helps clients plan, build and support their IT infrastructures. Dimension Data applies its expertise in networking, security, operating environments, storage and contact centre technologies and its unique skills in consulting, integration and managed services to create customised client solutions.</p>
<p>About Witness Systems
Witness Systems (NASDAQ: WITS) provides the contact centre industry’s first integrated performance optimisation software suite to help global enterprises capture customer intelligence and optimise workforce performance. The browser-based eQuality® software is comprised of compliance, high-volume and business-driven recording solutions for customer contact centres and IP telephony, as well as performance analysis and e-learning applications. The closed-loop suite enables companies to capture and retrieve, learn and train, and report and analyse customer interactions and back office transactions to develop staff, generate revenue, reduce costs, and achieve greater customer retention and loyalty. An integrated business consulting, implementation and training methodology provides services to support an effective, rapid deployment of eQuality that enables organisations to maximise their return on investment. For additional information about Witness Systems and its eQuality software suite, visit</p>
<p>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 quarterly report on Form 10-Q for the period ending June 30, 2004, and any other reports filed from time to time with the Securities and Exchange Commission.</p>
<p>Witness, eQuality 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.</p>
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