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Simtrex and Witness Systems Enter Into e-Learning Partnership- Customized simulation content to complement e-learning management solution -ATLANTA (July 30, 2002) - Simtrex, developer of a contact center simulator that delivers SMART training simulations for agents, today announced its partnership with Witness Systems (NASDAQ: WITS), a leading global provider of performance optimization software and services. The partnership will leverage Simtrex's customized simulation training content in conjunction with Witness Systems' eQuality® Now e-learning management software to advance agent skills, increase staff retention, support career pathing and advancement, and provide consistent, high quality customer service.The integrated solution will provide a valuable addition to the closed-loop approach of optimizing agent performance. It will allow contact center managers to develop and deliver fully customized simulation training, based on agent skill gaps identified through Witness Systems' eQuality performance optimization software suite and created with the Simtrex StarTrainer simulation training solution. The integrated solution will also give contact centers the ability to use quality monitoring recordings as the foundation for simulations, enabling managers to deploy examples of best practice interactions throughout their centers. The entire performance improvement process can be executed and tracked, including the ability to assign training to agents directly at their desktops, through eQuality Now. The result will be customized simulation and packaged training content that focuses on improving agent performance resulting in a direct, positive impact on customer satisfaction and agent retention. "Contact center executives and managers will now have a complete solution set that they can use to improve agent performance and instill the best practice standards of their top-performing agents into every member of their team," said Nancy Treaster, senior vice president of global marketing for Witness Systems. "We believe the synergies between the technologies will address a real need as companies strive to develop and retain their staff, as well as create positive customer experiences." Additionally, the Simtrex and Witness Systems solution will provide contact centers with the ability to create training curricula customized to the needs of individual agents and designed for use throughout the employee lifecycle, including new hire, ongoing, new application/process and remedial training. "By combining Witness Systems' performance optimization capabilities and Simtrex's simulation training technology, the integrated offering further reinforces the value of using a closed-loop approach to improve staff performance," said Craig Richards, CEO of Simtrex. "We are excited about offering this solution to our customers and look forward to working with a world-class organization like Witness Systems." About Simtrex Simtrex is the developer of a contact center simulator that produces SMART simulation training scenarios for agents. The Simtrex solution integrates voice and data to replicate calls exactly as they occur in a live contact center, providing 100% true-to-life training simulations. Agents get real-life experience in the safety of a training environment, allowing them to acquire the skills and confidence to meet or exceed expectations. The result is decreased attrition, increased productivity, and bottom-line improvements in contact center performance. Simtrex has a proven track record of delivering tangible, measurable business results and is proud to work with world-class clients such as Hilton, Coventry Healthcare and Galileo. 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 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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