Combined solution to help contact centers optimize performance
and enhance customer satisfaction
ATLANTA--April 23, 2001--
Witness Systems (NASDAQ: WITS), a leading global provider of customer
interaction recording, analysis and e-learning software that enables
companies to optimize their customer relationships, today announced a new
software integration and partnership with PeopleSoft Inc. (NASDAQ: PSFT).
Completing the PeopleSoft Alliances Certification Program, Witness Systems
is the first and only multimedia customer interaction recording and analysis
software provider to offer an integrated and certified CRM solution with
PeopleSoft, a leading provider of e-business applications that enable
people - customers, suppliers and employees - to power the Internet.
Leading companies deploying the integrated offering can enhance their
customer relationship management (CRM) business strategy by gauging the
effectiveness of the people, processes and technologies in their contact
centers. Witness Systems integrates with PeopleSoft CRM Support and
HelpDesk, providing a seamless link to a business`s customer call centers.
Companies can access critical customer information with a single keystroke,
inspect vital business processes and capture specific customer interactions
to ensure quality service. As customers become more sophisticated and hold
higher expectations, companies can now improve upon their sales/service
performance and ensure the effectiveness of their CRM implementations by
capturing and then evaluating recorded customer interactions.
Leveraging the eQuality Connect(TM) middleware, Witness Systems`
eQuality(TM) multimedia recording software now integrates with PeopleSoft`s
CRM applications - which link front-end CRM information with back-office
data about customers, suppliers and employees - allowing companies to
monitor and evaluate complete customer interactions from first contact to
final bill. Through this integration and based on eQuality`s intelligent
monitoring methodology, contact centers can systematically record customer
sales/service representatives` (CSRs) contacts with external parties based
on predefined "business rules" that can be triggered from within specified
fields of the PeopleSoft CRM solution. Recording in this way allows
companies to capture the customer contacts deemed most critical to their
customer and business-focused goals. It also provides management with
insight into the effectiveness of their business processes, what types of
training and coaching initiatives should be implemented, and how to better
streamline the flow and navigation of information from within their
PeopleSoft CRM solution.
Companies can maximize the efficiency of their CRM implementations by
leveraging eQuality`s data capture software in tandem with their PeopleSoft
CRM solution. By recording CRM interactions, companies can quickly sample
their screen navigation sequences, automatically capture system use, and
enable complete analysis of the implementation through actual recorded
interactions. The end results are smoother deployments, easier technologies
for CSRs to use, and a faster return on CRM system investments with
assurance that each step of the deployment is rolled out logically and is
embraced by those using the solutions and facing customers the most - the
company`s CSRs.
"Tapping into the customer`s perspective and sharing it across the
enterprise provides executives and managers at all levels of an organization
with valuable information," said Nancy Treaster, senior vice president of
global marketing for Witness Systems. "The combined solution consisting of
PeopleSoft`s flexible CRM offering and our eQuality solutions enable
companies to capture, evaluate and analyze key interactions and use that
information to manage their relationships, as well as ensure effective sales
and service across the organization."
Today, more and more companies are turning to multimedia customer
interaction recording and analysis technologies to support customer loyalty
initiatives and share customer information across the enterprise. By
implementing proven, synchronized voice and data, companies can take their
CRM investments to a new level by optimizing performance, driving revenue
and ensuring customer satisfaction. Only by capturing the customer
interactions that drive a company`s business can management determine how
customers are serviced, how well agents are trained, and how effective their
procedures and technology resources are used and deployed.
"Today`s customer contact centers are a critical component of the branding
and reputation management process," said Robb Eklund, vice president of CRM
Product Marketing for PeopleSoft. "The PeopleSoft alliance with Witness
Systems is important because the integrated solution focuses on optimizing
performance and ensuring customers are retained and happy. Combining
PeopleSoft CRM with eQuality offers businesses the most effective solution
for monitoring the health of their enterprises and providing customer
service of the highest quality."
About Witness Systems
Witness Systems (NASDAQ: WITS) is a leading global provider of recording,
analysis and electronic learning management software that enables companies
to enhance their customer interactions across multiple communications media.
Its eQuality(TM) suite of products is designed to further extend the ability
to record, evaluate and analyze complete customer contact based on
user-defined business rules. Witness Systems` software is deployed by
contact center managers as a training tool to improve the performance of
agents and as an evaluation tool to gauge business process effectiveness -
all in an effort to help companies deliver world-class service. Witness
Systems has installed its products in a multitude of industries worldwide,
including automotive, financial services, healthcare, hospitality,
insurance, outsourcing, publishing, retail, telecommunications, travel and
utilities. Witness Systems` news, product and service information is
available on the World Wide Web at www.witness.com or by calling
770.754.1900.
Cautionary Note Regarding
Forward-looking Statements Under the Private Securities Litigation Reform
Act of 1995: Information in this release that involves Witness Systems`
expectations, beliefs, hopes, plans, intentions or strategies regarding the
future are forward-looking statements that involve risks and uncertainties.
These statements include statements about Witness Systems` strategies in the
marketplace, its market position and its relationship with customers. All
forward-looking statements included in this release are based upon
information available to Witness Systems as of the date of the release, and
the company assumes no obligation to update any such forward-looking
statement. These statements are not guarantees of future performance and
actual results could differ materially from our current expectations. The
factors that could cause actual future results to differ materially from
current expectations include, but are not limited to, 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 competition; the risks
associated with international sales as the company expands its markets; and
the ability of the company to compete successfully in the future, as well as
other risks identified in the company`s Securities and Exchange Commission
filings, including, but not limited to, exhibit 99.1 to the company`s Annual
Report on Form 10-K for the fiscal year ended December 31, 2000 and any
other reports filed from time to time with the Securities and Exchange
Commission.
PeopleSoft and the PeopleSoft logo are registered trademarks. All other
company and product names may be trademarks of their respective owners.
Witness Systems, eQuality and eQuality Connect are registered trademarks of
Witness Systems, Inc.
CONTACT:
Witness Systems, Atlanta
Anne Milner, 770/754-8656
amilner@witness.com
or
Porter Novelli Convergence Group
Reade Longino, 404/995-4547
reade.longino@pnicg.com
or
PeopleSoft
Leslie Johnson, 925/694-5684
leslie-johnson@peoplesoft.com
or
Phase Two Strategies
Sean Mills, 415/772-8402
smills@p2pr.com
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