PPL Electric Utilities Extends Deployment of Witness Systems' Workfor

    Business Editors/High-Tech Writers

    ATLANTA--(BUSINESS WIRE)--April 11, 2005--

    Extending its focus on customers, Pennsylvania utility deploys
    actionable learning solution to develop staff, communicate best
    practices and enhance customer service

    Witness Systems (NASDAQ: WITS), a leading global provider of workforce optimization software and services, today announced that PPL Electric Utilities has extended the deployment of Witness Systems' workforce optimization software by implementing the company's contact interaction editing software. PPL Electric Utilities, which delivers electricity to more than 1.3 million customers in a 10,000-square-mile area of eastern and central Pennsylvania, has been recognized consistently for excellence in customer service and satisfaction.
    PPL Electric Utilities uses Witness Systems' actionable learning solution for training of its customer service representatives (CSRs), who handle all types of customer contacts - from questions about bills to reports of power outages. The purpose is to provide a high level of service to every customer who calls. The company, which already uses Witness Systems' customer interaction recording and performance evaluation software, sought an e-learning solution that would allow it to leverage existing recorded customer interactions to develop training clips for all types of calls.
    "Every customer and every call is important," said Scott Fisher, manager of customer operations support for PPL Electric Utilities. "Our contact center is often the first impression customers have of us, and each CSR is responsible for delivering the highest level of service, regardless of call type."
    Using Witness Systems' contact interaction editing solution, PPL Electric Utilities can leverage its already recorded customer interactions to create custom training sessions quickly, without requiring vast amounts of courseware development knowledge. The company plans to use the clips for training new employees, as well as providing refreshers to experienced staff. "This system will give us a very realistic training tool for our service representatives," added Fisher.
    PPL Electric Utilities also invested in Witness Systems' contact interaction editing software to establish a standardized approach to identifying and sharing examples of exemplary responses to customer calls.
    "When a supervisor is reviewing a call that demonstrates customer service excellence, he or she can now share it quickly with other members of the staff as a best practice," remarked Michael Wukitsch, customer operations support analyst for PPL Electric Utilities. "Using Witness Systems' contact interaction editing solution, our supervisors can take recorded calls, create training clips and add commentaries that provide coaching tips." Providing CSRs best practice examples in the form of training clips eliminates the need for additional classroom training, which reduces costs - another benefit of the solution.
    PPL Electric Utilities has a responsibility to communicate accurate and timely information to its customers. "Using the contact interaction editing solution, we can create a training clip that covers process and cost changes within minutes, and distribute it throughout the call center," commented Wukitsch. "A CSR can then progress through the training clip, take the assessment at the end and be well-prepared to disseminate accurate information to any caller."
    A key factor in PPL Electric Utilities' decision to deploy Witness Systems' contact interaction editing solution was its existing investment in Witness Systems' call recording and performance evaluation software, and the benefits associated with purchasing technology from a single provider. "We've had great success using Witness Systems' solutions," added Wukitsch. "By recording and evaluating our staff we've been able to enhance our quality program and educate our CSRs more efficiently. By implementing the contact interaction editing software, we've extended our investment by having a single source that we turn to for helping us serve our customers better."

    About PPL Electric Utilities

    PPL Electric Utilities Corporation is a subsidiary of PPL Corporation. Headquartered in Allentown, Pa., PPL Corporation (NYSE: PPL) controls more than 12,000 megawatts of generating capacity in the United States, sells energy in key U.S. markets and delivers electricity to nearly 5 million customers in Pennsylvania, the United Kingdom and Latin America. More information is available at www.pplweb.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.

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

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