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Witness Systems Expands e-Learning Solution Through Partnership with Phasient to Offer Contact Center Simulation Training TechnologyPowerful simulation content capabilities to complement eQuality Now solutionATLANTA & AMES, Iowa--(BUSINESS WIRE)--Dec. 20, 2002-- Witness Systems (NASDAQ: WITS - News), a leading global provider of performance optimization software and services, today announced it has entered into an e-learning partnership with Phasient Learning Technologies, an e-learning technology company, to offer simulation capabilities for contact center training programs. Through the relationship, Witness Systems continues to broaden its e-learning offering with solutions that complement its eQuality® Now software. As the contact center industry's first performance optimization suite that includes an integrated e-learning management solution, eQuality Now delivers training tailored to contact center and individual customer sales/service representative (CSR) needs, which helps companies build customer loyalty though a more highly-skilled, knowledgeable and motivated workforce. Leveraging the eQuality Now e-learning solution with Phasient's simulation technology, customers will benefit from the ability to develop CSRs and expand their skills, support career pathing, and increase staff retention, while also heightening the quality and consistency of customer service. The partnership between Witness Systems and Phasient will enable joint customers to enhance customer experiences by quickly assessing CSR learning requirements and providing simulation-based learning content. With Phasient's SimCustomer® solution, users benefit from a full-function call simulator that allows CSRs to interact with realistic "customers," enter text and progress through screens using the system's keystroke navigation. The company's SimBuilder(TM) solution is a "drag and drop" style development tool that enables simulations to be created quickly and easily with no special programming skills necessary. Phasient's SimCustomer call simulator and SimBuilder development tool make it straightforward to create and implement simulations that teach a company's best practices by using its own customer situations. As the e-learning market continues to grow, telephone call simulations are playing an increasingly valuable role in the agent training and development process. Simulations allow contact center agents to practice skills - such as listening, thinking, talking, navigating and problem solving - to provide effective customer service. They also support mastering essential but higher-level customer interaction skills, such as sales closure and handling challenging customer situations. Using simulations, CSRs benefit from the realistic practice that trainers can monitor, without leaving their desks and without impacting valuable customers. "By partnering with Phasient and leveraging its SimCustomer simulation solution in conjunction with our eQuality Now solution, contact centers will benefit from a customized simulation and e-learning package that focuses on improving both staff performance and customer experiences," said Nancy Treaster, senior vice president of global marketing for Witness Systems. "Phasient offers the most effective, easy-to-use simulation software we've seen on the market today, which will provide our customers with a solution that they can get up and running with right away." "We are very pleased to partner with Witness Systems to provide our combined solutions, which offer the best online training for the industry today," said Dan Murray, president and CEO of Phasient Learning Technologies. About Phasient Learning Technologies Phasient Learning Technologies, LLC, is a solutions-driven eLearning technology company. Phasient Learning provides customizable and comprehensive solutions that focus on the training needs of corporations. Using breakthrough Internet technologies Phasient provides companies with cost-effective and engaging Web-based training simulations and learning management tools they need to secure knowledgeable, skilled customer sales and service representatives, improve customer satisfaction and increase sales conversion rates. Phasient markets SimBuilder(TM), SimCustomer® and Accent Reduction courseware, as well as custom-fit solutions based on its best-in-class Internet application platform. Phasient Learning Technologies is located in Ames, Iowa. For more information, visit www.phasient.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. 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. 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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