InService America Extends Deployment of Witness Systems Software, Addi

    Business Editors/High-Tech Editors

    ATLANTA--(BUSINESS WIRE)--April 26, 2005--

    Leading Relationship Management Solutions Company Deepens Its Investment in Workforce Optimization Solutions to Boost Performance,
    Increase Returns for Clients and Reduce Costs

    Witness Systems (NASDAQ: WITS), a leading global provider of workforce optimization software and services, today announced that InService America, a leading relationship management provider, has extended deployment of its software. As an existing user of the company's workforce management solution, InService America invested in the customer interaction recording and contact interaction editing capabilities of Witness Systems' workforce optimization solution, to be deployed in its Forest, Virginia and San Benito, Texas contact centers.
    InService America works with organizations to advance their mission by providing advanced technology support and systems development. Its contact centers accommodate hundreds of thousands of transactions per day, while its technology services staff builds solutions for both small and large enterprises alike. Extending its investment to include the customer interaction recording software from Witness Systems was part of InService America's enterprise effort to boost productivity, increase returns for its clients, and reduce costs throughout the business.
    Further, InService America purchased the contact interaction editing capabilities of Witness Systems' workforce optimization solution to create online custom training content based on actual customer interactions that have been captured from the customer interaction recording solution. Managers and training specialists can quickly create learning scenarios for staff that demonstrate "best practice" examples, without the need for extensive courseware development or knowledge.
    "InService America proudly offers a variety of relationship management services for our clients and strives to deliver the highest quality service," commented Carl Townsend, president and chief executive officer for InService America. "We had already realized the benefits of using Witness Systems' workforce management solution, so when we decided to extend our investment to include call recording and e-learning, Witness Systems was the logical choice."
    The benefits of easier installation and implementation, reduced learning curves and lower maintenance and software expenses - all of which translate into lower cost of ownership and a faster return on investment - were additional factors in InService America's decision. Further added Townsend, "It's a great advantage to be able to draw on a structured upgrade path and single support organization, as well as partner with a company that is in a favorable financial position and carries a longstanding history of being first to market. These factors also helped shape our confidence in the solutions we wanted to purchase."

    About Witness Systems' Workforce Optimization Software

    The customer interaction recording capabilities of Witness Systems' workforce optimization software enables contact center management to capture and review both the voice and data components of agent/customer interactions for a complete quality assessment of how client interactions and the associated service unfolds. Leveraging the technology, InService America will be well-positioned to reduce costs, increase returns for clients and increase productivity by gauging the effectiveness of specific programs and ensuring service excellence from well-trained communicators.
    Using the software's contact interaction editing capabilities, the company's supervisors and training personnel will be able to take captured customer interactions and develop custom training scenarios that are delivered to communicator desktops. These training sessions can be used for fine-tuning skills sets, as well as communicating changes in policies and procedures, or notifying communicators about new fields within a particular system.
    According to Townsend, the company's supervisors and managers anticipate great value in being able to send short lessons to staff. "It's an incredible timesaver, and the clips are pulled from our own customer interactions, which gives training better context and makes them more interactive for our communicators."

    About InService America

    InService America is a nationally recognized industry leader in providing customized relationship management solutions. InService America's advanced technology and communications support extended through its inbound, outbound, fulfillment, and Internet solutions help over 150 organizations advance their mission. InService America's contact centers can accommodate hundreds of thousands of transactions per day while its technology services staff has built solutions for both small and large enterprises alike. InService America's services cover a broad range of business critical functions so that its customers are free to concentrate on their core competencies and business while InService America focuses on their communications needs. For more information, visit www.inserviceamerica.com.

    About Witness Systems

    Witness Systems (NASDAQ: WITS) is a leading global provider of workforce optimization software and services. The company's solutions - which play a strategic role in the customer interaction centers of Global 2000 and small- and medium-sized businesses (SMBs) worldwide - also are deployed in IP Telephony and back office environments, and throughout the extended enterprise, including branch offices. Witness Systems' software is comprised of quality monitoring, compliance, high-volume and IP Telephony recording solutions, as well as workforce management, actionable learning and performance management applications. The company's solutions enable organizations to optimize their people, processes and technology throughout the enterprise.
    Witness Systems' customers benefit from an integrated business consulting, implementation and training methodology that supports a rapid deployment, enabling them to drive revenue, reduce operational costs, and achieve greater customer retention and loyalty. For additional information about Witness Systems, 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 year ending December 31, 2004, 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.

--30--JAH/at*

CONTACT: Witness Systems, Atlanta Candace Flynn, 770/754-1878 cflynn@witness.com

KEYWORD: GEORGIA INDUSTRY KEYWORD: HARDWARE TELECOMMUNICATIONS SOFTWARE NETWORKING SOURCE: Witness Systems

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