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Enhanced Services Methodology from Witness Systems Drives Customer Success in Deploying Workforce Optimization Software.

Customers Achieve Accelerated Benefits Through Enhanced Implementation Services Strategy, Delivering on Time, in Scope, High Quality Contact Center and Enterprise Deployments

ATLANTA -- Witness Systems (NADASQ: WITS), a leading global provider of workforce optimization software and services, today announced that its enhanced, structured services methodology is providing contact center, branch and back-office enterprise operations with a proven framework for getting maximum value from their unified Impact 360[TM] workforce optimization (WFO) software.

Typically, software implementations are characterized by escalating budgets, project overruns and often unmet expectations. The Witness Services Network instead offers the successful delivery of customer support services through its experienced team of technology and business professionals. Its structured, yet flexible, implementation approach enables customers to gain maximum benefit by making full use of the powerful capabilities and business integrations uniquely offered through Impact 360. By aligning business strategies, group and organization goals, and metrics to optimize operational efficiency, the implementation of Impact 360 accelerates time-to-use and demonstrates true business value as customers deploy the software solutions.

With its proven methodology, single and multi-site organizations report measurable advances and rapid time to production - allowing them to get the most from their software investments and providing a pathway to extended WFO functionality and processes for further optimizing their workforces. The Witness Services Network offers an extensive array of documentation, implementation, information and project management tools that focus on mapping Impact 360 to contact center and enterprise business drivers and processes. The methodology provides templates designed for WFO and such major functional areas as customer surveys, and forecasting and scheduling, as well as processes related to training, quality assurance, reporting and other parts of the customer service value chain. This framework enables a customer-centric business strategy by which companies can enhance flexibility and responsiveness, break down barriers between functional departments and streamline processes.

"Customers receive maximum business value throughout the process based on our effective tuning and business consultation that's available during every step in the process," said Phil Dawes, senior vice president, global operations, Witness Systems. "Our approach to services has always allowed customers to plan ahead for systems deployment and enhancement, learn and apply best practices for operating and maintaining Impact 360 software, and refine and/or calibrate solutions to achieve extended business value. Furthering the methodology enables them to better align internal resources appropriately and provides a wide range of services that focus specifically on people, processes and technology - helping build competitive advantage and support workforce optimization business processes."

Customers Achieve Benefits with Enhanced Services Metholology

A customer service management provider recently worked with the Witness Services Network during its implementation of Impact 360 Workforce Optimization across six international sites. The company had an urgency to get the solution up and running to meet the needs of a large client. Creating a successful environment for all, Witness Systems provided a smooth transition across multiple sites from sales to services to support, allowing the customer to experience the real impact of its software investment from the beginning.

In the case of another customer, a leading pharmaceutical company, implementing Impact 360 Workforce Optimization across its multi-site operations has proved to be a methodical process. The company reports that the Witness Services Network's approach to implementation enabled it to get its multiple sites into production quickly and successfully. After extending its deployment to leverage the benefits associated with the unified Impact 360 workforce optimization platform, the company says that Witness Systems' technology helped improve its overall quality in dispensing pharmacies and call centers across the country. It reinforces that there is no room for error in the pharmaceutical industry and that is the very reason it relies on Witness Systems. Using Impact 360, it can effectively track order entry accuracy and identify potential issues early in the prescription dispensing process.

For more information about the Witness Services Network, please visit, call 1.888.3.WITNESS or 770.754.1900.

About Witness Systems

Witness Systems (NASDAQ: WITS) is the worldwide leader in software and services that help businesses capture customer intelligence and optimize their workforce performance. The company's Impact 360[TM] solution features quality monitoring, compliance and IP recording, workforce management, performance management, eLearning and customer feedback. Deployed in contact centers - as well as the remote, branch and back offices of global organizations - the workforce optimization solution captures, analyzes and enables users to share and act on cross-functional information across the enterprise. With Impact 360, organizations can improve interactions and the underlying back-office processes that enhance the customer experience and build customer loyalty. For more information, visit us at

Cautionary Note Regarding Forward-looking Statements: Information in this release that involves 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 "will," "anticipates," "expects," "intends," "plans," "believes," "estimates," and similar expressions and statements about present trends and conditions that may extend into the future. 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 the company's ability to compete successfully in the future; the risks associated with new product introductions and customer acceptance of those products; fluctuations and changes in customer demand and preferences; the rapid technological change characteristic of the company's markets; the company's ability to manage its growth; the ability of the company to complete and integrate successfully any acquisitions or investments it may make; strategy and execution risks relating to acquisitions and investments; the timing of orders; the risks associated with international sales as the company expands its markets, including the risks associated with foreign currency exchange rates; the successful completion of the acquisition by Verint Systems Inc.; the risk of management distraction and other consequences that might result from the review of certain option grants and option granting practices described in the Current Report on Form 8-K filed by the Company on August 11, 2006 and related developments, 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 Form 10-K for the year ended December 31, 2006 as filed with the Securities and Exchange Commission.

Witness, Impact 360, Improve Everything and the Witness logo are the trademarks (registered or otherwise) 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.
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Publication:Business Wire
Date:Apr 16, 2007
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