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22.02.2005 16:13:00
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Witness Systems Workforce Optimization Gurus Named Founding Members of
Witness Systems Workforce Optimization Gurus Named Founding Members of CMP's Call Center Group Leadership Council Oscar Alban and Bill Durr Each Bring More Than 20 Years of Call Center Experience to the Council
Witness Systems (NASDAQ: WITS), a leading global provider of workforce optimization software and services, today announced that two of its contact center market experts - Oscar Alban, principal, global market consultant and Bill Durr, principal, solutions consultant - have been selected by CMP's Call Center Group to become founding members of the newly formed "CMP Call Center Group Leadership Council." Comprised of thought-leaders in the contact center community, the Leadership Council is designed to provide a forum for the best minds in the customer care industry to collectively discuss best practices and the state of the contact center market today.
CMP's Call Center Group Leadership Council is an informal, invitation-only group of approximately 150 contact center industry experts formed by The Call Center Group's editorial team and members. Members were chosen first by the editors of Call Center Magazine and will subsequently be selected by the publication's editors and the Leadership Council's membership as a whole. The goals of the organization include bringing together industry experts, identifying emerging trends and providing an open forum to discuss issues and solutions that benefit the industry as a whole.
Strengthening his role as a global market consultant is the unique "real world" experience Oscar Alban brings to his position. With more than 20 years of call center experience, he started out as an agent, worked as a regional sales and training manager, and spent 12 years with a Fortune 500 company in its state-of-the-art call center division, where he managed its 1,200-person inbound/outbound contact center. Today, he performs consulting with an emphasis on workforce and performance optimization, as well as customer service, satisfaction and retention. He regularly serves in a speaking capacity role throughout the year at industry trade shows, conferences and customer sites worldwide, where he focuses on the mission critical aspects of improving workforce planning and agent effectiveness, capturing and leveraging customer and competitive business intelligence, analyzing enterprise performance and applying actionable learning.
Having worked in a variety of sales, marketing and management roles for major players in the call center market, Bill Durr brings great insight, perspective and experience to his position. In addition to being a regularly featured speaker at industry conferences and events worldwide - covering such timeless themes as managing for productivity and quality, the impact of workforce optimization and the external forces driving contact center evolution - Bill has authored numerous articles and white papers on contact center technology and management. Additionally, he is a published author of two contact center-focused books: Building a World-Class Inbound Call Center, which focuses on a management process for call centers that drives productivity and quality, and Navigating the Customer Contact Center in the 21st Century.
"Together, Oscar and Bill have more than 40 years of combined call center and customer care experience, which brings great perspective and insight into their work with Witness Systems, including the consulting engagements they perform with our customers and prospects. Both carry great credibility and extensive insight into where the market's been and where it's heading," said Nancy Treaster, senior vice president of global marketing for Witness Systems. "More and more, companies are realizing the power of workforce and performance optimization and the benefits of transforming their call centers into strategic assets for their organizations. This movement and evolution are topics both Oscar and Bill are passionate about, which is why they're so well positioned to serve as call center industry professionals on the newly formed CMP Call Center Group Leadership Council."
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 quarterly report on Form 10-Q for the period ending September 30, 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*
Business Editors/High-Tech Editors
ATLANTA--(BUSINESS WIRE)--Feb. 22, 2005--
Witness Systems (NASDAQ: WITS), a leading global provider of workforce optimization software and services, today announced that two of its contact center market experts - Oscar Alban, principal, global market consultant and Bill Durr, principal, solutions consultant - have been selected by CMP's Call Center Group to become founding members of the newly formed "CMP Call Center Group Leadership Council." Comprised of thought-leaders in the contact center community, the Leadership Council is designed to provide a forum for the best minds in the customer care industry to collectively discuss best practices and the state of the contact center market today.
CMP's Call Center Group Leadership Council is an informal, invitation-only group of approximately 150 contact center industry experts formed by The Call Center Group's editorial team and members. Members were chosen first by the editors of Call Center Magazine and will subsequently be selected by the publication's editors and the Leadership Council's membership as a whole. The goals of the organization include bringing together industry experts, identifying emerging trends and providing an open forum to discuss issues and solutions that benefit the industry as a whole.
Strengthening his role as a global market consultant is the unique "real world" experience Oscar Alban brings to his position. With more than 20 years of call center experience, he started out as an agent, worked as a regional sales and training manager, and spent 12 years with a Fortune 500 company in its state-of-the-art call center division, where he managed its 1,200-person inbound/outbound contact center. Today, he performs consulting with an emphasis on workforce and performance optimization, as well as customer service, satisfaction and retention. He regularly serves in a speaking capacity role throughout the year at industry trade shows, conferences and customer sites worldwide, where he focuses on the mission critical aspects of improving workforce planning and agent effectiveness, capturing and leveraging customer and competitive business intelligence, analyzing enterprise performance and applying actionable learning.
Having worked in a variety of sales, marketing and management roles for major players in the call center market, Bill Durr brings great insight, perspective and experience to his position. In addition to being a regularly featured speaker at industry conferences and events worldwide - covering such timeless themes as managing for productivity and quality, the impact of workforce optimization and the external forces driving contact center evolution - Bill has authored numerous articles and white papers on contact center technology and management. Additionally, he is a published author of two contact center-focused books: Building a World-Class Inbound Call Center, which focuses on a management process for call centers that drives productivity and quality, and Navigating the Customer Contact Center in the 21st Century.
"Together, Oscar and Bill have more than 40 years of combined call center and customer care experience, which brings great perspective and insight into their work with Witness Systems, including the consulting engagements they perform with our customers and prospects. Both carry great credibility and extensive insight into where the market's been and where it's heading," said Nancy Treaster, senior vice president of global marketing for Witness Systems. "More and more, companies are realizing the power of workforce and performance optimization and the benefits of transforming their call centers into strategic assets for their organizations. This movement and evolution are topics both Oscar and Bill are passionate about, which is why they're so well positioned to serve as call center industry professionals on the newly formed CMP Call Center Group Leadership Council."
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 quarterly report on Form 10-Q for the period ending September 30, 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 Anne Patton, 770/754-8656 apatton@witness.com or Schwartz Communications Dawn Sullivan/Payal Cudia, 781/684-0770 witness@schwartz-pr.com
KEYWORD: GEORGIA INDUSTRY KEYWORD: TELECOMMUNICATIONS SOURCE: Witness Systems
Copyright Business Wire 2005
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