ATLANTA--(BUSINESS WIRE)--Sept. 18, 2003-- -- As the industry recognizes National Customer Service Week, the
company will celebrate its 15th anniversary
Witness Systems (Company
Profile, Past
Stories, Case
Studies) (NASDAQ: WITS - News), a leading global provider of performance optimization software and services, today announced it will host its seventh
annual Driving Innovation user conference October 8-11, 2003 at the Walt Disney World Swan Hotel in Orlando, Florida. The conference coincides with National Customer
Service Week and the company's 15th anniversary - both events are dedicated to fostering excellence in customer service and in building customer loyalty.
Focused on the latest innovations, techniques and best practices for capturing customer intelligence, optimizing workforce performance, and improving customer
satisfaction, Driving Innovation 2003 will provide a look at the market's future; the solutions and practices that will help drive it; hiring, training and retention techniques;
methods for reducing cost and time, while building revenue; and ways to build customer satisfaction and loyalty. Based on insight from industry experts and shared
experiences from contact center professionals representing a variety of vertical markets, the event will address the most innovative solutions and practices, with a special
emphasis on leveraging the eQuality® software suite for maximum benefit.
The president of Witness Systems' customer advisory committee and director of CS operations for CCH Incorporated, Margaret Flink points out, "The breakout
sessions and panel discussions on business and technology issues, quality assurance and agent training and development at Driving Innovation will provide no better place
for eQuality users to gain valuable information to help them improve performance within their company's contact center."
The opening keynote speaker for this year's Driving Innovations conference is Dan Cohen, a partner with Deloitte Consulting. His primary consulting activity centers on
deployment support of organizational change. Cohen developed and leads Deloitte Consulting's Global Energy Change Leadership practice area and methodology. In
addition, Laura Stack, M.B.A., C.S.P. - an organizational behavior expert who coaches professionals on personal productivity, balancing work and family, organizational
skills and reducing stress - is also presenting at this year's event.
More information is available on the Web at www.driving-innovation.net.
About Driving Innovation 2003
Driving Innovation is a three and a half-day event that will feature four distinct attendee tracks: "Getting Started" for newer eQuality users, "Advanced,"
"Technical" and "What's Hot." Sessions will address such issues as integrating electronic learning into the contact center, benefiting from an
enterprise collaboration architecture, maximizing technology investments, integrating multimedia technologies and channels, leveraging performance scorecards, developing
impactful reward/recognition programs, exploring technology trends, heightening retention among staff and customers, and maximizing return on investment.
The event - which provides a valuable networking opportunity among Witness Systems' customers, prospects and business partners - enables attendees to benefit from
each other's experiences and knowledge. As demonstrated through the four attendee tracks, the conference will feature an array of real-life case studies and success
stories from more than 25 Witness Systems customers, including Bell Canada, Continental Airlines, GE-Zurich Warranty Management, Nissan Motor Acceptance
Corporation, New York Life Insurance Company, Pitney Bowes, Spherion Corporation and Telvista.
On Saturday, October 11, there will be a series of five concurrent panel discussions. These interactive panels will address key industry issues relevant in today's contact
centers including rapid response learning, business issues and trends, first call resolution and measuring ROI.
Intel is a platinum sponsor and Adtech and CallMiner are gold sponsors at this year's Driving Innovation. Silver sponsors include Concerto, IEX, Aspect, Pipkins and
Genesys.
"Innovator of the Year" Award
For the third year at Driving Innovation, Witness Systems will award one outstanding contact center professional with "Innovator of the Year Award." This award is
designed to recognize those who have demonstrated extraordinary customer service accomplishments during the past year and will be presented at the conference on
Wednesday, October 8. The winner will receive a complimentary pass to Driving Innovation 2004.
Witness Systems' 15th Anniversary
Driving Innovation also marks the company's 15th anniversary. Founded in 1988, Witness Systems has provided industry-leading solutions for the contact center market and
has continued to lead the industry as a technological innovator for the past 15 years. Since inception, the company has evolved its quality monitoring products into the
industry's only fully-integrated performance optimization software suite comprised of not only customer interaction recording solutions, but also performance analysis and e-
learning software solutions.
About Witness Systems
Witness Systems (NASDAQ: WITS - News) 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 and/or full-time customer interaction recording, performance analysis and e-
learning management applications, the browser-based eQuality® solution is designed to enhance the quality of customer contacts across multiple communications
media, including the telephone, e-mail and Web. The closed-loop suite enables companies to record, evaluate, analyze and learn from customer contacts and the touch
points they use to develop staff, generate revenue, reduce costs, and achieve greater customer retention and loyalty - all by sharing captured customer and business
intelligence throughout the entire organization. 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.
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 international sales as the company expands its markets, including the risks associated with
foreign currency fluctuations; the ability of the company to complete 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, 2002, 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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