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Global contact centres continue to make quality a priority, as Witness Systems is confirmed as the largest provider

  • 29 June, 2004 10:36

<p>New research reports Witness Systems extends its market share leadership position</p>
<p>SYDNEY (June 29, 2004) - Witness Systems (NASDAQ: WITS), a global provider of performance optimisation software and services, today announced new research that supports the continued global priority on quality assurance initiatives, both within the contact centre and throughout the enterprise. According to new research published by U.S. and U.K.-based industry analysts, more organisations worldwide are investing in software and services from Witness Systems to help improve their customer service.</p>
<p>A new study conducted jointly by Tern Systems and COMMfusion found the global quality monitoring market is projected to grow at a compounded annual growth rate of more than 16 percent, and that Witness Systems is the largest provider based on the installed base of quality monitoring customer service representatives (CSRs). According to the new report “Voice/Data Call Recording Markets, Products and Suppliers,” Witness Systems’ quality monitoring market share (installed base and 2003 shipments) is more than twice that of its nearest competitor.</p>
<p>“In the enterprise call centre area, the basic industry orientation of improving the quality of service - and simultaneously attempting to reduce the cost of the service provided - is driving the market, as companies of all sizes recognise the importance of service quality and customer relationships,” said Tern Systems Founder, Walt Tetschner.</p>
<p>“Quality, rather than quantity, has become the key element in identifying customer satisfaction and call centre success,” added Blair Pleasant, president and principal analyst of COMMfusion, co-author of the report. “Call monitoring provides the primary tool used to improve quality and optimise agent performance. Because quality monitoring systems are considered performance and agent optimisation solutions, they’re offering a way for centres to improve productivity and quality.”</p>
<p>According to Datamonitor, a premium business information company specialising in industry analysis, and its “Recording Industry Quarterly” June 2004 (Q4 2003), Witness Systems maintained its global leadership position in “quality assurance and training.” Further, the new Datamonitor research indicates that Witness Systems is the global leader in “Q4 2003 market share by service revenues,” with more than double that of its nearest competitor. The company’s dominance in services revenue can be attributed to its focus on consulting engagements specifically designed to align processes and technology resources with organisations’ corporate goals and key focus areas.</p>
<p>As published in the Datamonitor research: “The Witness Consulting Network established in the last part of 2003 is designed to help CC [contact centre] directors understand employee performance and map this to their business objectives. These business optimisation assessments help ensure that the workforce optimisation solution installed into the centre measures the right things and delivers benefits to the management team. Business optimisation assessments are conducted at the customer site to allow for comprehensive interviews and observations.”</p>
<p>Commenting on the new findings, Nancy Treaster, senior vice president of global marketing for Witness Systems said, “We are extremely pleased and encouraged by the results of these studies, and the thoroughness of the new research from Tern Systems and COMMfusion, in particular. Our substantial market share puts us in a strong position to continue as a driving force behind the growing quality monitoring segment, which serves as the foundation for our broader workforce optimisation market opportunity.”</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, 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 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 Annual Report on Form 10-K for the fiscal year ended December 31, 2003, 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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