ATLANTA--(BUSINESS WIRE)--Dec. 4, 2003-- Witness Systems (Company
Profile, Past
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Studies) (NASDAQ: WITS - News), a leading global provider of performance optimization software and services, today announced that its eQuality®
software has been implemented by Bell Canada, the leading Canadian communications provider. Using the eQuality software, telecommunications providers have increased
the resolution of customer issues on the first call, a key performance indicator for contact centers. Other telecommunications companies - such as Cable & Wireless,
Verizon Wireless and Vodafone - also have benefited from their eQuality implementations.
Using the automated eQuality customer interaction recording and performance evaluation software, companies can assess the quality of their customer service more
accurately and better coach their customer sales/service representatives (CSRs). Because eQuality enables contact centers managers/supervisors to review both the voice
and data components of agent/customer interactions, they can quickly identify inconsistencies and address errors before they ever affect customers. eQuality also helps
increase order accuracy, as well as reduce re-work orders, to ensure customer satisfaction at the first point of contact.
The eQuality software, which has been deployed at Bell Canada's contact centers across the country, is helping the company enhance its customer experiences. Bell
Canada can attribute a reduction of calls into its contact centers in 2003 as a result of eQuality, which represents cost savings.
"First-call resolution remains a strong focus and key performance indicator for the vast majority of our customer base," explained Nancy Treaster, senior vice
president of global marketing for Witness Systems. "It's one of many areas in which eQuality delivers strong ROI, making it an extremely valuable tool for organizations
like Bell Canada that have dedicated themselves to quality assurance."
About Bell Canada
Bell Canada, Canada's national leader in communications, provides connectivity to residential and business customers through wired and wireless voice and data
communications, local and long distance phone services, high speed and wireless Internet access, IP-broadband services, e-business solutions and satellite television
services. Bell Canada is wholly owned by BCE Inc.
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
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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