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John Fairfax to Enhance Customer Service and Optimise Revenue Generation with eQuality Software from Witness SystemsLeading Australian Publisher to Boost Service Standards and Revenue Generation with Deployment of Customer Interaction Recording and Performance Analysis SolutionsSYDNEY, Australia & ATLANTA--(BUSINESS WIRE)--Jan. 28, 2003-- Witness Systems (NASDAQ: WITS - News), a leading global provider of performance optimisation software and services, today announced that John Fairfax Holdings Limited (Fairfax) has implemented its eQuality® software at two key call centre sites in Australia. The two Fairfax sites are comprised of more than 250 customer sales/service agents who handle over 50,000 classified advertising enquiries a month for the two daily newspapers, The Sydney Morning Herald and The Age. Through the use of Witness Systems' eQuality customer interaction recording and quality monitoring software, Fairfax is focused on improving its agents' effectiveness by enhancing their cross-selling skills. Using the eQuality Balance voice/data recording solution, coupled with the eQuality Evaluation performance reporting tool, Fairfax is benefiting from a complete quality assessment that enables the company to drive revenue, while also reducing error rates and increasing customer satisfaction ratings at the two publications. "Witness Systems' ability to provide business-driven customer interaction recording and performance evaluation software is enabling Fairfax to capture customer intelligence and optimise workforce performance most effectively," said Dermot McCutcheon, managing director of Asia/Pacific for Witness Systems. "Using eQuality, complete customer interactions are recorded, replayed, reviewed and analysed. This information can then be used in a training capacity to improve staff performance, as well as reduce costs, increase revenue and provide consistent, quality customer experiences." About John Fairfax Holdings Limited John Fairfax Holdings Limited (ASX: FXJ - News) is Australia's leading publishing group. Its mastheads include The Sydney Morning Herald, The Age, The Australian Financial Review, BRW and The Sun-Herald. In addition, Fairfax publishes regional and community newspapers, financial and consumer magazines, and provides online, interactive and e-commerce services through f2 Network, its wholly owned Internet subsidiary. About Witness Systems Witness Systems (NASDAQ: WITS - News) provides the contact center industry's first integrated performance optimisation software suite to help global enterprises capture customer intelligence and optimise workforce performance. Comprised of business-driven multimedia recording, performance analysis and e-learning management applications, the browser-based eQuality® solution is designed to enhance the quality of customer interactions across multiple communications media, including the telephone, e-mail and Web. The closed-loop suite enables companies to record, evaluate and analyse customer contacts, and then launch e-learning to develop staff, generate additional revenue, and achieve greater customer retention and loyalty. An integrated business consulting, implementation and training methodology provides services to support an effective, rapid deployment of eQuality that enables organisations to maximise their return on investment. For additional information about Witness Systems and its eQuality software suite, visit www.witness.com, dial +61.2.8907.0300 in Australia, or call 1.888.3.WITNESS in the U.S. Cautionary Note Regarding Forward-looking Statements Under the Private Securities Litigation Reform Act of 1995: Information in this release that involves Witness Systems' expectations, beliefs, hopes, plans, intentions or strategies regarding the future are forward-looking statements that involve risks and uncertainties. These statements include statements about Witness Systems' strategies in the marketplace, its market position and its relationship with customers. All forward-looking statements included in this release are based upon information available to Witness Systems as of the date of the release, and the company assumes no obligation to update any such forward-looking statement. These statements are not guarantees of future performance and actual results could differ materially from our current expectations. The factors that could cause actual future results to differ materially from current expectations include, but are not limited to, 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 competition; the risks associated with international sales as the company expands its markets; 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 Annual Report on Form 10-K for the fiscal year ended December 31, 2001 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. Editorial Contact: Shana Peterson Porter Novelli 404.995.4505 shana.peterson@pnicg.com top of page |
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