APAC Customer Services Invests in eQuality Software from Witness Systems (email this article)

ATLANTA--(BUSINESS WIRE)--Oct. 25, 2004-- Witness Systems (Company Profile, Past Stories, Case Studies) (NASDAQ: WITS - News), a global provider of performance optimization software and services, today announced that APAC Customer Services, Inc. (NASDAQ: APAC - News), a leading provider of customer interaction solutions, has purchased the company's eQuality® customer interaction recording and performance evaluation software. The technology investment is one that APAC Customer Services plans to implement enterprise-wide. The eQuality software will complement APAC's exclusive diagnostics process to "analyze, implement and measure" results for its customers.

APAC Customer Services has provided integrated customer interaction solutions to a wide range of industries throughout its 30 years in business. Its extensive knowledge and background enable its clients - representing the communications, financial services, insurance, healthcare, logistics, publishing, and travel and hospitality industries - to offer real-time, personalized customer care at every touch point. An outsourcing expert, APAC Customer Services' philosophy of applying best-of-breed technology combined with flexible solutions to each key market allows its clients to benefit from highly effective, world-class inbound and outbound programs.

In addition to installing the eQuality Balance software enterprise-wide, APAC Customer Services also will leverage Witness Systems' enterprise reporting capabilities, as well as its agent performance assessment solution, eQuality Evaluation. Designed to provide a complete picture of how customer experiences unfold, eQuality captures multimedia customer interactions - including telephone, e-mail and Web chat - for random quality monitoring or business-driven recording, which enables users, like APAC Customer Services, to pre-define, capture, replay and evaluate the specific types of interactions that drive its clients' business goals.

"Our selection of eQuality aligns perfectly with our strategy to help our clients acquire and retain customers by using a combination of talented people, proven processes and advanced technology, all tailored to meet our clients' needs on every connection. Our partnership with Witness Systems will help enhance our world-class services, which today include everything from traditional customer service to online customer care," stated Bob Keller, CEO of APAC Customer Services. "It takes a special mix of talent and a passion for customer service to turn every call into a positive experience. We see eQuality playing a pivotal role in helping us achieve that goal."

"Creating positive customer experiences, a strategic process in which APAC Customer Services is a leader, is at the heart of Witness Systems' vision to deliver software and services that optimize workforce performance around the world," added Dave Gould, CEO of Witness Systems. "Together with our partners, such as APAC Customer Services, we are truly revolutionizing performance improvement throughout the customer service value chain."

Companies like APAC Customer Services are gaining enterprise-wide customer and competitive intelligence through the use of eQuality, extending far beyond traditional quality assurance, and offering more strategic value and consultative business insight.

About APAC Customer Services
APAC Customer Services, Inc. (NASDAQ: APAC - News) is a leading provider of customer interaction solutions for market leaders in communications, financial services, insurance, healthcare, logistics, publishing, and travel and hospitality. APAC partners with its clients to deliver custom solutions that enhance bottom line performance. Founded in 1973, the company is currently headquartered in Deerfield, Illinois. For more information, call 1-800-OUTSOURCE. APAC's comprehensive web site is at http://www.apaccustomerservices.com.

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.

Forward Looking Statements: Certain statements, including discussions of the Company's expectations for 2004 and beyond, constitute forward-looking statements within the meaning of the Private Securities Litigation Reform Act of 1995. Such forward-looking statements involve known and unknown risks, uncertainties and other factors, which may cause actual results to differ materially from the future results expressed or implied by these statements. Refer to the Company's Annual Report on Form 10-K for the year ended December 28, 2003 for a description of such factors. This filing is available on a web site maintained by the SEC at http://www.sec.gov/.

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.