ATLANTA--(BUSINESS WIRE)--Aug. 24, 2004-- Witness Systems (Company
Profile, Past
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Studies) (NASDAQ: WITS - News), a global provider of performance optimization software and services, today announced that its eQuality® software suite and tightly coupled Witness Consulting Network exemplify the growing trend in which Global 2000 and small and medium-sized businesses (SMBs) prefer to purchase software and services separately from their hardware. Industry analyst research shows an increasing independence of software from underlying infrastructure and hardware.
"Changes in the mix of hardware, software and services sold provide an encouraging outlook for the continuing diversification and higher-value activities being engaged in by recording vendors. A slight increase in the proportion of revenues from services confirms Datamonitor's expectation that software and services are set to take an increasing proportion of this market's revenue," said Evan Kirchheimer, lead analyst and manager for Datamonitor's CRM practice. "Datamonitor's expectation remains unchanged that vendors will continue this move into higher-value quality management and eLearning solutions."(a)
eQuality's browser-based enterprise collaboration architecture serves as an integrated, closed-loop workforce optimization solution that enables companies to record, evaluate, analyze and learn from customer contacts. "We have long recognized that customers do not want to be tied to proprietary hardware when purchasing software and services for contact center performance optimization," said John Bourne, senior vice president of product management for Witness Systems. "Our strategy is to provide our customers with software solutions that are truly hardware and operating environment independent."
Research from Tern Systems and COMMfusion in its study, "Voice/Data Call Recording Markets, Products and Suppliers," reports that for the quality monitoring and call center logging markets, software licenses and services accounted for 87 and 88 percent respectively of the total 2003 revenue for these markets, and is projected to grow 15-18 percent (CAGR) through 2008. "The proportion of hardware cost is relatively small and declining, primarily because products are based on open architecture, which yield multiple suppliers, competition, and lower price," said Tern Systems Founder, Walt Tetschner.(b)
The integrated eQuality software and services suite helps companies optimize the performance of their contact center to provide their customers with consistent, high quality service experiences. The Witness Services Network helps companies maximize their investment in the eQuality performance optimization software suite through the right combination of support, implementation and consulting services, as well as education.
The Witness Consulting Network is comprised of professional services, systems integration and business consulting services. These services enable customers to fully optimize the eQuality suite. They also perform evaluations on current business processes and supporting technology, and provide recommendations that will enable staff to achieve their organizational goals. When implementing technology and introducing new processes, the business consulting team leads a unique series of workshops that focus on specific contact center business processes, performance optimization, calibration techniques, business utilization, business rule development and high-impact coaching, for example.
(a) Datamonitor is a premium business information company specializing in industry analysis.
(b) Tern Systems is a highly regarded market research firm specializing in the call automation area.
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. The browser-based eQuality® software is comprised of compliance, high-volume and business-driven recording solutions for customer contact centers 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 analyze customer interactions and back office transactions to develop staff, increase revenue, reduce costs, and achieve greater customer retention and loyalty. An integrated business consulting, implementation and training methodology 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: 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 quarterly report on Form 10-Q for the period ending June 30, 2004, 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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