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Witness Systems Named "Gold Best-in-Class" Winner in Fourth Annual "Users Choice Awards"- Customers vote eQuality software the leader in quality management category -- Witness Systems' customer, Continental Airlines, recognized in first ever "Star User Awards" -ICCM International Call Center Management Conference & Exposition 2002 Lakeside Center at McCormick Place, Chicago, IllinoisCHICAGO and ATLANTA (August 1, 2002) - Witness Systems (NASDAQ: WITS), a leading global provider of performance optimization software and services, announced here today that its eQuality® software suite has been named a "Gold Best-in-Class" winner in the Fourth Annual "Users Choice Awards," sponsored by RealMarket. The solution received top honors in the "quality management" category. Also at this week's ICCM International Call Center Management Conference & Exposition, Witness Systems' customer, Continental Airlines, was presented with a "Star Users Award," sponsored by Customer Interface magazine. The Users Choice Awards is the only awards program of its kind in which customer relationship management (CRM) products/services are evaluated and judged by the actual end users - the customers. This year's competition included 80 product entries in a total of 25 categories. eQuality was the only solution to win an award in the category of quality management. "Gold Best-in-Class" and "Best-in-Class" awards were calculated based on users' feedback in the areas of satisfaction with a product/service, the overall impact it has had on the ability to interact with their customers, and return on investment. "Best-in-Class" awards were issued for products/services that were recognized as excellent by their users, and "Gold Best-in-Class" awards were presented for the products/services that scored the highest in their respective category. Witness Systems and eQuality are repeat winners from 2000. At the ICCM Conference & Expo held July 29 - August 1, Users Choice Awards were presented by Gary Lemke, president of RealMarket and special guest presenters, including Rhonda Proctor, editor of Contact Professional - the official publication of the Call Center Networking Group and Steve Wecksler, senior vice president of certification for STI Knowledge. "It takes more than just a good product to create happy customers. These winners are obviously doing a number of things well to receive high praise from their customers," stated Lemke. Accepting the "Gold Best-in-Class" Users Choice Award on behalf of Witness Systems was Senior Vice President of Global Operations Jeff Ford. "We are delighted to have received this award. The fact that the recognition is solely driven by customer evaluations and feedback makes it especially prestigious and meaningful. We appreciate all of our customers' continued support and partnership." Customer Continental Airlines Wins "Star User Award" Also at ICCM this year, Customer Interface magazine sponsored its First Annual "Star User Awards." Continental Airlines, nominated by Witness Systems, was one of only five companies to receive this honor. The Star User Awards were designed to recognize an end user that has successfully and innovatively deployed the product/service recognized as a 2002 Users Choice winner, as well as exemplified innovative use of that technology to better understand and serve its customers. Criteria included business benefits derived from use of specific technologies - such as Continental's use of eQuality, which has impacted the airline's contact center performance by improving quality scores, increasing first-call resolution, achieving productivity gains, realizing synergies with other technologies, and achieving efficiencies in staff training and development. About RealMarket RealMarket is a market research and intelligence firm dedicated to helping advance the Customer Relationship Management market through research and education. The company publishes RealMarket Today!, a daily email that covers news and financial information for the CRM industry, and reaches over 30,000 readers daily. Additionally, RealMarket produces RealMarket Live!, a weekly Webcast "talk show" featuring discussions with industry leaders on driving topics in customer management. RealMarket is headquartered in Indianapolis, Indiana. www.realmarket.com About Customer Interface Magazine Customer Interface magazine: The ICCM Journal of Management & Technology Strategies for Customer Contact Professionals is a leading call center and CRM publication covering customer retention, profit and loyalty for call center managers, supervisors and corporate executives. For more than 15 years of publication, Customer Interface has addressed the evolving technology and management strategies for the emerging multi-channel contact center. www.c-interface.com About Witness Systems Witness Systems (NASDAQ: WITS) provides the contact center industry's first integrated performance optimization software suite to help global enterprises capture customer intelligence and optimize 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 analyze 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 organizations to maximize their return on investment. For additional information about Witness Systems and its eQuality software suite, visit www.witness.com, or call 1.888.3.WITNESS. 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 US 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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