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Nihon Unisys Partners with Witness Systems to Resell eQuality Software-- Nihon Unisys adds eQuality software to its CRM solution set to help Japanese contact centers optimize performance --TOKYO and ATLANTA (October 10, 2002) -- Nihon Unisys, Ltd., a leading system integrator in Japan, and Witness Systems (NASDAQ:WITS), a leading global provider of performance optimization software and services, today announced that Nihon Unisys has become a Witness Systems eQuality® Reseller for the Japanese contact center market. Under the terms of the agreement, Nihon Unisys will offer its customers the Witness Systems eQuality software as part of its CRM solution set. First launched in April 2002, the CRM solution set is designed to provide companies with industry-leading technologies that help strengthen clients' customer relationships. Witness Systems' software adds an important component to this full spectrum of next-generation, integrated CRM offerings -- with eQuality representing the only customer interaction recording and performance evaluation software in Nihon Unisys' solution set. Used by the contact centers of Global 2000 organizations, eQuality is designed to help companies capture customer intelligence and optimize workforce performance to help ensure consistent, quality service, as well as heighten customer satisfaction and loyalty. Among the eQuality solutions that Nihon Unisys will resell are the Japanese language versions of eQuality Balance (the patented, synchronized voice and data recording solution) and eQuality Evaluation (the corresponding, customized agent performance assessment solution). According to Yoshihiro Hayashi, director of eCRM business for the e-marketing department at Nihon Unisys, the company forecasts an increasing demand for solutions tied to CRM, quality management and customer service, primarily in medium- and large-scale call centers. "We are pleased to add eQuality as a strong new addition to our CRM solution set. We believe as companies continue to invest in CRM technology designed to optimize performance, streamline processes and build customer satisfaction, solutions that offer a solid ROI and tangible results -- like eQuality has demonstrated -- will be in high demand in this market." "We are very pleased to have Nihon Unisys as an eQuality Reseller," said Leo Keeley, president and representative director for Witness Systems Japan. "As we continue to grow our business, partnering with such well-respected companies as Nihon Unisys will be important in allowing us to make our eQuality software even more readily available to companies interested in optimizing workforce performance in the areas of process improvement, service consistency, quality across channels and heightened customer satisfaction." With eQuality, companies can record voice interactions with customers based on user-defined "business rules" that allow them to capture the types of interactions that drive their business, performance and customer-focused goals. Simultaneously, eQuality captures the corresponding computer screen activities taking place at the customer sales/service representatives' (CSRs) desktops -- including data entry, screen navigation and the use of technological resources. By synchronizing these elements for replay at a later time, contact center management can observe and evaluate CSR performance for a complete quality assessment. These recordings can then be shared throughout the enterprise to fine-tune product/service offerings, refine business processes and serve as a coaching tool to help CSRs perfect their skills and further develop their careers. About Nihon Unisys Nihon Unisys, Ltd., headquartered in Tokyo, Japan and founded in 1958, is the joint venture of Mitsui & Co., Ltd. and Unisys Corp. For the fiscal year 2001 (ending March 31, 2002), consolidated sales were 307.9 billion yen. The company provides products and services, including mainframe computers, personal computers, software, system-related and network-related services. For more information, visit www.unisys.co.jp 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 in the U.S. In Japan, visit www.witness.co.jp, or dial +81 (0)3 6407 7420. 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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