Witness Systems User Conference to Spotlight Customer Success, Workforce Optimization Trends and Technology Innovation

  
    
  
  
    
      Witness Systems (NASDAQ: WITS), a leading global provider of workforce 
      optimization software and services, today announced that its upcoming Driving 
      Innovation customer conference will take place May 6-9 at The Walt 
      Disney World Swan Hotel in Orlando, Florida. The 11th 
      annual event will highlight customer success, technology innovation, 
      best practices and market trends in such areas as workforce 
      optimization, workforce management, quality monitoring/call recording, 
      customer feedback surveys, performance management, eLearning and more.
    
    
      Keynotes, general sessions, breakouts and panels will feature case 
      studies and best practices from customers representing such global 
      organizations as The Boeing Company, Charter Communications, HM Revenue 
      & Customs, Knology, Royal Bank of Canada, Siemens Business Services, 
      Starwood Hotels and Resorts Worldwide, USANA Health Sciences and Wells 
      Fargo. The conference also will include a series of roundtables, 
      networking events, and software and services updates for the company’s 
      Impact 360™ 
      solutions, along with other software from Witness Systems and Witness 
      Enterprise Solutions – including the former 
      Demos Solutions, Exametric and Amae Software solutions.
    
    
      In addition to hearing real-world examples, best practices and success 
      stories from fellow users of the company’s 
      solutions, Driving Innovation offers attendees a variety of 
      technical tracks that highlight themes around workforce optimization and 
      subjects that span from schedule adherence and root cause analysis to 
      real-time employee performance monitoring and feedback in branch banking 
      and back-office operations, as well as contact center functions, 
      including:
    
    
      
        The “Branch and Contact Center Cross-channel 
        Optimization” session will explore how 
        workforce optimization is moving across the enterprise – 
        from branches to contact centers through to the broader enterprise. 
        The highly interactive presentation will engage attendees to 
        participate in a live survey to secure insight into how other 
        organizations are implementing workforce optimization strategies.
      
    
    
      
        How well are service-oriented organizations listening and acting upon 
        the valuable information discovered in customer interactions? In the 
        track entitled “Voice of the Customer: Are 
        We Truly Listening?” attendees will learn 
        about the strategic importance of customer feedback, new ways to 
        capture content, and how to take immediate action.
      
      
        “Finding Answers to Your Workforce 
        Management Questions” will evaluate 
        workforce management and the combination of people, processes and 
        technology. Attendees will walk away with a workforce toolbox – 
        a concept that brings together insight from peers, periodicals, 
        external training, Witness Systems Professional Services and regional 
        user groups.
      
      
        Quality assurance (QA) is a vital part of workforce optimization, but 
        the process hinges upon consistency and consensus among evaluators. In 
        the session “QA Scoring: Calibration 
        Process and Evaluation Forms,” users will 
        learn how to effectively calibrate their QA scoring process and 
        develop relevant, effective evaluation forms.
      
    
    
      To learn more about the 2007 Driving Innovation customer 
      conference or to register for the event, please visit www.driving-innovation.net.
    
    
      About Driving Innovation
    
    
      Driving Innovation addresses the evolution of today’s 
      contact centers, branch and back-office operations in support of the 
      customer experience; the critical roles each play within their 
      organizations; and the trends and opportunities that lie ahead. The 
      highly anticipated, interactive annual event provides an in-depth look 
      at the workforce optimization (WFO) market and the solutions and 
      practices that continue to drive its ongoing success – 
      focusing on WFO as a whole, as well as the individual components that 
      comprise it: workforce management, quality monitoring/call recording, 
      performance management and eLearning. It also highlights technology 
      advancements and newer market solutions making a big impact, such as 
      customer feedback and speech analytics. At its core, Driving 
      Innovation highlights winning strategies to ensure service-level 
      excellence – all while maximizing technology 
      investments to achieve key business and customer goals.
    
    
      About Witness Systems
    
    
      Witness Systems (NASDAQ: WITS) is the worldwide leader in software and 
      services that help businesses capture customer intelligence and optimize 
      their workforce performance. The company’s 
      Impact 360™ solution 
      features quality monitoring, compliance and IP recording, workforce 
      management, performance management, eLearning and customer feedback. 
      Deployed in contact centers – as well as the 
      remote, branch and back offices of global organizations – 
      the workforce optimization solution captures, analyzes and enables users 
      to share and act on cross-functional information across the enterprise. 
      With Impact 360, organizations can improve interactions and the 
      underlying back-office processes that enhance the customer experience 
      and build customer loyalty. For more information, visit us at www.witness.com.
    
    
      Cautionary Note Regarding Forward-looking Statements: Information 
      in this release that involves 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 “will,” 
      “anticipates,” “expects,” 
      “intends,” “plans,” 
      “believes,” “estimates,” 
      and similar expressions and statements about present trends and 
      conditions that may extend into the future. 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 the company’s 
      ability to compete successfully in the future; fluctuations and changes 
      in customer demand and preferences; the risks associated with new 
      product introductions and customer acceptance of those products; the 
      rapid technological change characteristic of the company’s 
      markets; the company’s ability to manage its 
      growth; the ability of the company to complete and integrate 
      successfully any acquisitions or investments it may make; strategy and 
      execution risks relating to acquisitions and investments; the timing of 
      orders; the risks associated with international sales as the company 
      expands its markets, including the risks associated with foreign 
      currency exchange rates; the successful completion of the acquisition by 
      Verint Systems Inc.; the risk of management distraction and other 
      consequences that might result from the review of certain option grants 
      and option granting practices described in the Current Report on Form 
      8-K filed by the Company on August 11, 2006 and related developments, 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 Form 10-K for the year ended 
      December 31, 2006 as filed with the Securities and Exchange Commission.
    
    
      Witness, Impact 360, Improve Everything and the Witness logo are the 
      trademarks (registered or otherwise) 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.