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Witness Systems Earns "Users Choice" and "CRM Excellence" Honours for Its eQuality Software Solutions

  • 03 August, 2004 11:22

<p>Leadership in recording for contact centre, IP telephony and back office environments reinforced as customers vote eQuality number one</p>
<p>Witness Systems (NASDAQ: WITS), a global provider of performance optimisation software and services, today announced that its industry-leading eQuality software has been recognised with two new awards. The company’s customer interaction recording software earned top honours in CRMAdvocate and RealMarket’s 2004 “Users Choice Awards,” as well as recognition in Customer Inter@ction Solutions magazine’s annual “CRM Excellence Awards.”</p>
<p>Witness Systems’ Customers Vote eQuality Number One
Witness Systems’ eQuality was recognised with top honours in the Sixth Annual Users Choice Awards, sponsored by CRMAdvocate and RealMarket. The software earned the number one position in this year’s highly competitive “contact centre quality monitoring” category, emerging as the only winner in its class. The awards were calculated based on end users’ feedback in the areas of satisfaction with a product/service, return on investment (ROI) and the overall impact it has had on the ability to interact with their customers. In previous Users Choice Awards competitions, eQuality also has been voted by its customers as the top solution in the quality management and call monitoring solutions categories.</p>
<p>The monitoring and capture capabilities within Witness Systems’ browser-based eQuality software suite include high-volume recording solutions for customer contact centres, compliance and regulatory environments, and IP telephony. With eQuality, Witness Systems’ customers - Global 2000 and leading small- to medium-sized businesses (SMBs) worldwide - are able to capture valuable customer intelligence and share it enterprise-wide to ensure multi-channel sales/service consistency, adhere to compliance requirements, develop staff, increase revenue, reduce costs, and achieve great customer retention and loyalty.</p>
<p>“The Users Choice Awards is the first CRM awards program of its kind to leverage end-users - those who actually use the solutions on a day-to-day basis - as judges to identify the products on the market providing the most value,” explained Gary Lemke, president of RealMarket, which serves as the award’s program administrator, in addition to founding the annual competition. “Receiving this endorsement from a company’s customers and proving solid ROI - as Witness Systems has - are among the greatest testaments a company can receive.”</p>
<p>eQuality Receives “CRM Excellence” Honour
Customer Inter@ction Solutions magazine - Technology Marketing Corporation’s (TMC) publication focused on the call centre, CRM and teleservices industries - recently named Witness Systems’ eQuality software as a recipient of its Fifth Annual “CRM Excellence Award.” The publication first implemented the program as a way of honouring companies that have proven to be true CRM partners to their customers and clients.</p>
<p>Witness Systems was recognised for its eQuality customer interaction recording and agent performance assessment solutions, as well as its Performance Optimisation Workshops, which are designed to help companies align their corporate, contact centre, agent and customer objectives. The eQuality users surveyed for the award reported significant ROI, with eQuality helping realise cost avoidance of nearly $1 million in staff hiring and training, increase productivity, reduce average handle times, improve overall quality scores and achieve higher agent retention rates.</p>
<p>For more information:
Alba Oni
Witness Systems
+61 2 8907 0320</p>
<p>David Matthews
Porter Novelli
+61 2 9463 7600</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, increase revenue, reduce costs, and achieve greater customer retention and loyalty. An integrated business consulting, implementation and training methodology 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 characterises 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 March 31, 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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