SYDNEY, Australia (26 May 2004) Witness Systems (Company
Profile, Past
Stories, Case
Studies), a global provider of
performance optimisation software and services, and Fusion Comm Solution, a
Malaysian-based quality solution provider, today announced a strategic
alliance designed to deliver Witness Systems' eQuality software suite to
customers in southeast Asia.
Fusion Comm Solution has been appointed as a master reseller of Witness
Systems' software in Malaysia, Singapore, Thailand, Indonesia, Indochina,
Brunei and Vietnam. Under the terms of the agreement, Fusion Comm Solution
will supply Witness Systems' eQuality suite of performance optimisation
software, which enables organisations to capture customer intelligence, and
improve customer satisfaction and agent performance in their contact
centres. Fusion Comm Solution also will act as Witness Systems' services
and support partner in the region. Its engineers have been fully certified
on the eQuality products.
Rachel Koh, Fusion Comm Solution's founder and business development director
said, "The level of support we provide our customers is second to none. We
are highly focused on and committed to helping our customers meet their
business needs by delivering both the high- and low-end contact centre
systems they require."
Fusion Comm Solution has a wealth of experience in delivering call centre
solutions to customers within the telecommunications, banking and insurance
sectors. Its major customers include Maxis, Celcom, Singtel, Telekom
Malaysia, Maybank, HSBC and MNI.
"With the rapid growth of the Asian call centre market, and increasing
pressure on outsourcers to provide high quality service while remaining
competitive, the ability to achieve superior customer service and maintain
best practices is critical," said Ms. Koh. "We're pleased to be partnering
with Witness Systems to make available solutions that deliver real business
benefits to the organisations deploying them. The addition of eQuality to
our solution set is a strong complement, and one we are pleased to offer
based on the region's high level of interest and demand for strategic
enterprise solutions such as this one that encompasses multimedia customer
interaction recording, performance analysis and e-learning. We see eQuality
as a must have for organisations that want to reach a high quality level and
achieve their best practice goals."
Witness Systems' eQuality performance optimisation software and services are
designed to capture customer intelligence and optimize workforce
performance. The company's software suite is comprised of Voice over
Internet Protocol (IP) telephony, compliance, high-volume and
business-driven customer interaction recording solutions, as well as
performance analysis and e-learning applications. Through its browser-based
architecture, eQuality serves as an integrated, closed-loop performance
optimisation solution that enables companies to record, evaluate, analyse
and learn from customer contacts and the touch points they use. Using
eQuality, organisations can capture valuable customer intelligence and share
it both in the contact centre and throughout the enterprise to enhance
sales/service quality across communications channels, develop staff,
generate revenue, reduce costs, and achieve great customer retention and
loyalty.
PC Ting, Witness Systems' regional sales director for Asia, regards the
appointment of Fusion Comm Solution as an opportunity to strengthen Witness
Systems' presence across the region. "Our strong reputation and
comprehensive product offering combine well with Fusion Comm Solution's
expertise and leadership in contact centre systems integration."
"We look forward to working closely with Fusion Comm Solution to make
eQuality even more readily available to companies interested in capturing
customer intelligence, optimising workforce performance and improving
customer experiences. Together, we are focused on further developing the
contact centre market across southeast Asia and continuing to increase
awareness of the business value organisations can derive from optimising
their contact centre operations," he concluded.
About Fusion Comm Solution
Fusion Comm Solution is the premier quality solutions provider of
performance optimisation in South East Asia. The company provides
consultancy services in the convergence of people and technology to enhance
delivery of a distinct customer experience.
About Witness Systems
Witness Systems (NASDAQ: WITS) provides the contact centre industry's first
integrated performance optimization software suite to help global
enterprises capture customer intelligence and optimise workforce
performance. The browser-based eQualityR software is comprised of
compliance, high-volume and business-driven recording solutions for customer
contact centres and IP telephony, as well as performance analysis and
e-learning applications. The closed-loop suite enables companies to capture
and retrieve, learn and train, and report and analyse customer interactions
and back office transactions to develop staff, generate revenue, reduce
costs, 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.
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 Annual Report on Form 10-K for the
fiscal year ended December 31, 2003, 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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