ADVISORY/ Workforce Optimization Leader Witness Systems to Present at

    Business Editors/High-Tech Editors
    Service Automation Expo 2005
    ADVISORY...

    ATLANTA--(BUSINESS WIRE)--Feb. 17, 2005--Witness Systems (NASDAQ: WITS), a leading global provider of workforce optimization software and services, today announced that it will present sessions at two upcoming contact center and IT industry events: an "IP Contact Center Shootout" that will include several industry leaders at the Internet Telephony Conference and Expo, and a panel that will highlight the importance of leveraging customer data to ensure optimal customer satisfaction at the Service Automation Expo (SAXPO). In next week's sessions, Witness Systems' Principal Global Market Consultant, Oscar Alban, will discuss how workforce optimization makes IP and contact center performance optimization solutions core components of today's successful infrastructures.

Witness Systems to Provide Insight into Today's IP Contact Center Solutions When: February 22, 2005; 4 - 5:45 p.m. ET Where: Internet Telephony Conference & Expo Hyatt Regency Hotel, Miami Conference Center, Miami, Florida

    Witness Systems' Oscar Alban will join several other industry leaders, including those from Cisco, Nuasis and Nortel, in addressing the merits of today's IP contact center solutions and the overall state of the industry. Loosely based on the Internet Telephony Conference and Expo's successful, long-running "IP PBX Shootout," this double session will provide an engaging look at market trends and the industry's leading products and services.

Witness Systems to Address the "Power of Customer Data"

When: February 23, 2005; 3:15 - 4:45 p.m. PT Where: Service Automation Expo (SAXPO) San Francisco Marriott, San Francisco, California

    Oscar Alban also will co-present on "The Power of Customer Data: How to Leverage Your Assets." The session, with members of Genesys and SafeHarbor Technology, will focus on customer segmentation as a framework for delivering an appropriate customer experience based on the overall value to the organization. Alban will highlight both the need to establish appropriate metrics by which to measure strategic success and the need to integrate methodologies for data collection within the enterprise to build customer satisfaction and loyalty. In addition, the session will provide insight into the various collection points for data, including quality monitoring, IVR interactions and CRM applications; and will feature a case study example of how a telecommunications company solved a critical customer problem by concentrating on essential customer data.
    During SAXPO, Witness Systems will exhibit in Booth B4, where it will demonstrate its workforce optimization software, a solution set comprised of customer interaction recording, workforce management, performance management and e-learning applications. The software enables organizations to capture customer intelligence and optimize workforce performance through service quality, process improvement, staff development, operational efficiencies and customer satisfaction, as well as revenue generation, cost savings opportunities and trending that are critical in helping organizations meet their contact center, IP Telephony and broader enterprise performance objectives.

    About Witness Systems

    Witness Systems (NASDAQ: WITS) is a leading global provider of workforce optimization software and services. The company's solutions - which play a strategic role in the customer interaction centers of Global 2000 and small- and medium-sized businesses (SMBs) worldwide - also are deployed in IP Telephony and back office environments, and throughout the extended enterprise, including branch offices. Witness Systems' software is comprised of quality monitoring, compliance, high-volume and IP Telephony recording solutions, as well as workforce management, actionable learning and performance management applications. The company's solutions enable organizations to optimize their people, processes and technology throughout the enterprise. Witness Systems' customers benefit from an integrated business consulting, implementation and training methodology that supports a rapid deployment, enabling them to drive revenue, reduce operational costs, and achieve greater customer retention and loyalty. For additional information about Witness Systems, visit www.witness.com.
    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 characterizes 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 quarterly report on Form 10-Q for the period ending September 30, 2004, and any other reports filed from time to time with the Securities and Exchange Commission.

    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.

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CONTACT: Witness Systems Anne Patton, 770-754-8656 apatton@witness.com or Schwartz Communications Dawn Sullivan/Jen Spark, 781-684-0770 witness@schwartz-pr.com

KEYWORD: GEORGIA TRACK INDUSTRY KEYWORD: SOFTWARE TRADESHOW SOURCE: Witness Systems

Copyright Business Wire 2005