Witness Systems Deploys Quality Monitoring Solution in Aspect Telecommunications' Support Centers.

ATLANTA--(BUSINESS WIRE)--Feb. 20, 1998--

Regional centers implementing quality coaching software as

key part of integrated call center solution provider's commitment

to responsive customer service

Witness Systems announced today that Aspect Telecommunications' customer operations support centers (COSC) are deploying the WITNESS(R) client/server monitoring application, which will be used to enhance training efforts and improve the customer service skills of agents. The solution has already been implemented in Aspect's Atlanta center and is currently being deployed in their San Jose COSC. These centers provide remote support to customers via telephone for Aspect's systems and application-related solutions.

COSC's internal goals of monitoring and coaching the customer service skills of current agents and training new hires in these skills led to the search for a quality monitoring application. According to Sharon Biesz, customer operations manager for Aspect's Atlanta-based COSC, the average customer operations analyst is technically proficient, but is in need of improved interpersonal customer service 'soft skills'. These needs led to the selection of the WITNESS application.

"Our goal is to provide quality service, on a consistent basis, beyond our customers' expectations. We now have a mechanism to record and evaluate calls and that helps direct our efforts, at an individual level, to generate overall improved service for our customers," said Biesz. "In the past, we placed new hires with a more seasoned analyst to listen and watch calls in a live environment. Now WITNESS will help to expedite the learning process by permitting a stop-and-discuss environment, which acts as a tutorial. From a coaching and training perspective, the WITNESS functionality will be invaluable."

Automated Call Monitoring Makes Coaching More Convenient

Automated call monitoring was a crucial part of the selection process for the Aspect team. Call center managers would continually express the need to be able to monitor calls after hours or on weekends, so they could focus on more strategic service tasks during the work day. With support for schedule changes, free seating (which allows agents to be monitored no matter where they are seated in the call center) and the ability to record complete calls, WITNESS will help the managers organize their time so they don't have to think about scheduling and tracking call monitoring until it is time to review their agents' calls.

"We are expected and need to monitor our people. WITNESS gives me the flexibility of doing things at my convenience," said Bob Duffield, national/major accounts manager for Aspect's Atlanta-based COSC. "I can capture conversations at the strategic moment. With hectic schedules, the system allows us to monitor and then review calls later, which is typically in the evenings for me."

Biesz added, "We now have more valuable interaction from a coaching standpoint because we can spend more quality time with our people."

"We have seasoned, senior people, and high quality is critical because our customers can be very demanding," Duffield said. Aspect's customers expect dedicated, personal attention. The WITNESS solution will be used to help ensure consistently superior service.

Aspect Telecommunications

Founded in 1985, Aspect Telecommunications is a global provider of comprehensive business solutions for mission-critical call centers. Aspect products include automatic call distributors, computer-telephony integration solutions, interactive response systems, call center management information and reporting tools, and call center planning and forecasting packages. Aspect also provides services vital to call center environments, including business applications consulting, systems integration and training. Corporate headquarters are located in San Jose, California. For additional information, visit Aspect on the World Wide Web at http://www.aspect.com.

Witness Systems

Witness Systems is the premier developer and supplier of client/server quality monitoring software for call centers and is the pioneer of voice and data synchronization with its patented WITNESS quality coaching application. The company's Witness software is deployed by call center managers to enhance enterprise quality, agent efficiency and supervisor productivity. Witness Systems news, plus product and service information, is available on the World Wide Web at http://www.witsys.com. For more information, contact Witness Systems at 1105 Sanctuary Parkway, Suite 210, Alpharetta, GA, 30004. Or call 770/754-1900. -0- NOTE TO EDITORS: WITNESS is a trademark of Witness Systems, Inc. All other product or service names mentioned in this document may be trademarks of the companies with which they are associated

CONTACT: Witness Systems

Ryan Hollenbeck, 770-754-1962

[e-mail]

or

Aspect Telecommunications

Sandra Potter, 408-325-4137

[e-mail]