ADVISORY/Witness Systems and Aspect Communications Host `Moving From a Call Center to a Multimedia Contact Center' Webinar.

Business Editors & High Tech Writers

ADVISORY...for Tuesday and Thursday (Sept. 18 and 20)

--(BUSINESS WIRE)

WHAT:  Witness Systems and a featured guest speaker from Aspect
       Communications will host an informational Webinar entitled
       "Moving From a Call Center to a Contact Center: The Benefits of
       Using Multimedia with your Customers." With the surge in
       Internet use by consumers, this popular medium has dramatically
       changed how call centers service and support their customers.
       Find out more about how e-mail and Web chat communications can
       help organizations boost the productivity of customer
       sales/service representatives (CSRs), increase revenue and
       achieve quantifiable savings by addressing:

      --  The benefits and ROI of using multimedia in the contact center
      --  How e-mail and Web chat can increase CSR productivity and
        revenue
      --  When to use e-mail and Web chat when interacting with
        customers
      --  Tips and best practices for the effective use of multimedia in
        the contact center
      --  Why quality monitoring and recording are essential in today's
        multimedia centers

WHO:   Witness Systems and Aspect Communications will host the "Moving
       From a Call Center to a Multimedia Contact Center" Webinar.
       Learn about how Witness Systems' eQuality(TM) suite and Aspect's
       platform for business communications - the Aspect Contact
       Server - and its applications can improve customer interactions
       and help ensure consistent, quality sales and service across
       multiple touch points. Witness Systems is a leading global
       provider of business-driven multimedia recording, performance
       analysis and e-learning management software that enables
       companies to optimize their customer relationships. Through the
       eQuality suite, organizations can cultivate customer
       relationships and improve communications among departments, as
       well as develop CSR skills and fine-tune workflow, processes
       and quality of service from within the contact center and
       throughout the enterprise. Aspect is a leading provider of
       business communications solutions that help companies improve
       customer satisfaction, reduce operating costs, gather market
       intelligence and increase revenue. Its solutions provide the
       mission-critical software platform, development environment and
       applications that seamlessly integrate voice-over-IP,
       traditional telephony, e-mail, voicemail, Web, fax and wireless
       business communications, while guaranteeing investment
       protection in a company's front-office, back-office, Internet
       and telephony infrastructures.

WHEN:  Tuesday, September 18, 2001, 11 a.m. - Noon EDT
           and
       Thursday, September 20, 2001, 2 p.m. - 3 p.m. EDT

WHERE: To register for the Webinar hosted session, participants
       can choose one of the following three options:

      --  Visit www.witness.com, click the "Upcoming Events" link at the
        bottom of the home page, select the "To Register" option for
        the desired Webinar date/time, and provide the participant's
        name, title, company name and contact information.
      --  Send an e-mail to [e-mail], and as part of
        the message, include the participant's name, title, company
        name and contact information.
      --  Call 1.888.3.WITNESS, and select Option Three.