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Witness Systems Emerges as the IP Recording Company

  • 20 July, 2004 14:45

<p>Market research shows 39 percent growth in IP-specific recording shipments as companies globally migrate to IP telephony</p>
<p>Witness Systems today announced that more than 500 customer sites have purchased the company’s voice over Internet protocol (VoIP) recording software. Witness Systems is bringing the benefits of contact recording, review and analysis to potentially everyone who uses a telephone at their place of work.</p>
<p>With IP telephony, as well as IP recording applications - such as eQuality ContactStore for IP from Witness Systems - organisations are recognising the value of recording both in the IP-enabled contact centre and within other areas of the business. Analysing external communications is more important than ever as every business seeks to gain a competitive advantage from better understanding their customers and acting on insights contained in interactions with them.</p>
<p>As more companies deploy VoIP, voice recording is becoming more prevalent. VoIP recording shipments are projected to grow 39 percent from 2003-2008, according to new research from Tern Systems (“Voice/Data Call Recording Markets, Products and Suppliers”). Supporting migration, Forrester Research projects that IPT (Internet protocol telephony) lines will outpace PBX (private branch exchange) by 2006.</p>
<p>“IP conceptually offers numerous advantages over heritage PSTN [public switched telephone network] utilisation, including lower transport cost, ease of configuration/reconfiguration and standardised architecture,” said Walt Tetschner of Tern Systems, a highly regarded market research firm specialising in the call automation area. “It now appears to be ready for wide-scale deployment. A migration to IP telephony is occurring, and we project that by 2008, the number of IP port shipments will exceed PSTN port shipments in the call centre recording area.”</p>
<p>eQuality from Witness Systems allows organisations to acquire more value from telephone contacts by immediately recording, categorising, notifying and storing IP telephony calls. The right people throughout the company can then review and act upon this pool of captured customer intelligence to help serve customers better. For example, the largest distributor of parts and accessories for two- and four-wheel drive trucks and SUVs in the U.S. leverages eQuality in its IP environment to improve service, boost sales and enhance agent training.</p>
<p>Like many companies today with converged voice and data infrastructures, it sought customer interaction recording technology that would easily integrate into its VOIP environment, providing the ability to live monitor and capture complete interactions taking place as its agents interacted with customers. The software’s on-demand capabilities give the company the ability to help its staff improve customer service, which has, in turn, boosted sales.</p>
<p>Based on its commitment to quality and development of the IP telephony market, the editors of Internet Telephony magazine recognised Witness Systems’ eQuality ContactStore for IP with “Product of the Year” honours. The publication’s editors selected their winners based on demonstrated vision, leadership and attention to detail. The product was also one of 22 (out of over 200 applications) that received the “TMC Labs Innovation Award,” which recognises unique and innovative products and solutions within the Internet telephony industry.</p>
<p>For more information
Alba Oni
Witness Systems
+61 2 8907 0320
aoni@witness.com</p>
<p>David Matthews
Porter Novelli
+61 2 8463 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, generate revenue, reduce costs, 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 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 March 31, 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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