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Blue Chip Companies Turn to Workforce Optimisation Solutions To Maximise Contact Centre ReturnsBlue Chip Companies Turn to Workforce Optimisation Solutions To Maximise Contact Centre Returns

  • 02 September, 2004 11:58

<p>Witness Systems (NASDAQ: WITS), a global provider of performance optimisation software and services, today announced that as companies are increasingly pressured to maximise the return on each and every customer interaction, they are embracing workforce optimisation solutions and services which help them gain higher performance and greater value from their contact centre operations.</p>
<p>According to Managing Director Dermot McCutcheon, in the past twelve months Witness Systems has signed major software and services deals with Telstra, Commonwealth Bank, Canon Australia, AAPT, Colonial First State and Accor Reservation Services, among others.</p>
<p>Witness Systems’ eQuality browser-based suite serves as an integrated, closed-loop workforce optimisation solution that enables companies to record, evaluate, analyse and learn from customer contacts captured in either a traditional contact centre or IP telephony environment.</p>
<p>According to Mr McCutcheon, one of the related growth areas for Witness Systems in this region has been its expanded services business. Its latest service offering launched in 2003 - Witness Systems’ Business Consulting Services - helps customers maximise their investment in eQuality software through a variety of specialised workshops designed to identify and align contact centre process, metrics and goals with those of the business.</p>
<p>“Since we introduced Business Consulting Services in 2003, nearly every one of our new customers has requested this service as part of their implementation. They can see real value in having experienced professionals direct these workshops which help them achieve best-practice performance optimisation, with an objective assessment and ongoing measure of how these areas directly impact and benefit their business,” said Mr McCutcheon.</p>
<p>This focus on software and services also marks a shift away from traditional concepts of customer interaction recording where hardware was a major component. Industry analyst research shows an increasing independence of software from underlying infrastructure and hardware.</p>
<p>This trend has been particularly noticeable in Australia, according to Mr McCutcheon, where the majority of new customers have opted away from proprietary hardware/software solutions.</p>
<p>“Australian contact centres no longer want to be tied to proprietary hardware when purchasing performance optimisation systems,” said Mr McCutcheon. “As the industry moves towards open standards and interoperability, our customers are looking for software solutions that are truly hardware and operating environment independent. They want the flexibility and convenience of being able to host systems on the hardware of their choice.”</p>
<p>“Changes in the mix of hardware, software and services sold provide an encouraging outlook for the continuing diversification and higher-value activities being engaged in by recording vendors. A slight increase in the proportion of revenues from services confirms Datamonitor's expectation that software and services are set to take an increasing proportion of this market's revenue," said Evan Kirchheimer, lead analyst and manager for Datamonitor’s CRM practice. “Datamonitor’s expectation remains unchanged that vendors will continue this move into higher-value quality management and eLearning solutions.” (a)</p>
<p>Research from Tern Systems and COMMfusion in its study, "Voice/Data Call Recording Markets, Products and Suppliers," reports that for the quality monitoring and call centre logging markets, software licenses and services accounted for 87 and 88 percent respectively of the total 2003 revenue for these markets, and is projected to grow 15-18 percent (CAGR) through 2008. "The proportion of hardware cost is relatively small and declining, primarily because products are based on open architecture, which yield multiple suppliers, competition, and lower price," said Tern Systems Founder, Walt Tetschner. (b).</p>
<p>“As proprietary hardware systems become increasingly outdated and marginalised within the performance optimisation market, we can only see continued growth for our combined software and services model,” concluded Mr McCutcheon.</p>
<p>(a) Datamonitor is a premium business information company specialising in industry analysis.
(b) Tern Systems is a highly regarded market research firm specialising in the call automation area.</p>
<p>For more information:
Alba Oni
Witness Systems
(02) 8907 0320
aoni@witness.com</p>
<p>David Matthews
Porter Novelli
(02) 9463 7600
dmatthews@porternovelli.com.au</p>
<p>About Witness Systems
Witness Systems (NASDAQ: WITS) provides the contact centre industry’s first integrated performance optimisation software suite to help global enterprises capture customer intelligence and optimise workforce performance. The browser-based eQuality software is comprised of compliance, high-volume and business-driven recording solutions for customer contact centres 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 analyse 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 organisations to maximise their return on investment. For additional information about Witness Systems and its eQuality software suite, visit www.witness.com.</p>
<p>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 characterises 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.</p>
<p>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.</p>

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