Witness Systems Announces 2004 Customer Advisory Committee(email this article)

ATLANTA--(BUSINESS WIRE)--Oct. 30, 2003-- Witness Systems (Company Profile, Past Stories, Case Studies) (NASDAQ: WITS - News), a leading global provider of performance optimization software and services, today announced its Customer Advisory Committee (CAC) for 2004. The committee is comprised of representative customers that use the company's eQuality® software and work with Witness Systems to provide innovative, ROI-driven solutions that meet the evolving needs of the contact center industry. The 2004 committee is comprised of organizations from around the world representing the airline, automotive, insurance, outsourcing, retail and telecommunications industries.
Committee members serve as liaisons with the Witness Systems user base to share ideas, opinions and experiences in an effort to develop new products and service offerings. In past years, the CAC has been instrumental in helping to evolve the eQuality performance optimization suite, as well as providing input to shape the company's overall strategic direction. The CAC will also host the Driving Innovation user conference. Driving Innovation 2004 is scheduled for June 9-12 at the Westin Harbour Castle in Toronto, Canada.

"As we continue to address the industry's most challenging issues through technology, our customers will remain the most critical element in evolving our suite of products," states Nancy Treaster, senior vice president, global marketing, Witness Systems. "This group represents some of the most innovative customer service, quality and training professionals in the industry, and we're thrilled that they are members of our Customer Advisory Committee."

Members of the 2004 Customer Advisory Committee include:

Yvonne Baller, director, performance measurement and reporting for a leading health insurer
Margaret Flink, director, customer service operations and support, CCH INCORPORATED
Suzanne Hale, manager, quality and career development, Telvista
Tom Hammond, vice president, The Hartford
Andre Harris, director, reservations training and quality assurance, Continental Airlines
Sean Hicks, senior manager, consumer affairs, Nissan Motor Acceptance Corporation
David King, manager, voice systems delivery, British Telecom
Miguel Quinones, manager, quality assurance, TracFone Wireless
Sandra Steele, director, American customer service, Newell Rubbermaid
Jim Tindell, quality & process manager, MetLife
Andre Harris, director, reservations training and quality assurance for Continental Airlines, joins the committee as president for the 2004 term. Harris is a contact center veteran and performance improvement advocate. This year alone, her organization has been recognized with a Call Center of the Year Award by Call Center Magazine, which honors call centers that are especially successful in improving their centers, implementing technology, meeting service goals, decreasing turnover and increasing productivity. Additionally, Harris was the recipient of the 2003 "Innovator of the Year" award from Witness Systems. "I'm so excited to be part of the committee and continue working with Witness Systems, as well as networking with other eQuality users and contact center professionals to exchange best-practice strategies," Harris said.

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: 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 ended June 30, 2003, 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.