ADVISORY/Witness Systems and STI Knowledge Host 'Optimizing Quality and Performance in Your Contact and Help Desk Centers' Webinar.

Business Editors, High-Tech Writers

ADVISORY...for Thursday (Aug. 30)

--(BUSINESS WIRE)

      WHAT: Witness Systems and featured guest speakers from STI
          Knowledge will host an informational Webinar entitled
          "Optimizing Quality and Performance in Your Contact and Help
          Desk Centers." Find out how contact centers can become
          strategic assets to organizations across all vertical markets
          because they:

      --  Improve contact center metrics, including customer
        satisfaction scores, error rates, productivity, first contact
        resolution and customer retention.

      --  Decrease support costs through trending reports, more
        efficient root-cause analysis and streamlined access to
        information.

      --  Capture and communicate key customer interactions, enabling
        collaboration throughout the enterprise.

      --  Align staff and support persons with the right knowledge to
        decrease problems, help prevent service calls and reduce
        customer support requirements.

      --  Improve contact center efficiencies, including contact center
        agent/help desk professional productivity, total contact
        ownership and knowledge base utilization.

      WHO: The "Optimizing Quality and Performance in Your Contact and
         Help Desk Centers" Webinar will be hosted by Witness Systems
         and STI Knowledge. Learn about how the Witness Systems
         eQuality(TM) suite and STI Knowledge Certification and
         Advisory Services can help improve customer loyalty, reduce
         center costs and increase revenue potential.

      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 fine-tuning workflow, processes and quality of service from
within the contact center and throughout the enterprise. STI Knowledge
delivers products, services and certification worldwide to build and
operate help desks, call centers and enterprise-wide knowledge
centers. Its insourcing, outsourcing, certification, software products
and world-class events are designed to transform companies' support
operations into the focal point of their business. STI Knowledge has
set the standard worldwide with its Help Desk 2000, Call Center 2000
and Knowledge 2000 global communities.

      WHEN:  Thursday, August 30, 2001, 11 a.m. - 12 Noon 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
        this Webinar, 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.