Internet Marketing

O2 Ireland Implements Witness Systems' eQuality Software to Obtain Valuable Customer Intelligence

LONDON & ATLANTA--(BUSINESS WIRE)--June 15, 2004--Witness Systems (Nasdaq:WITS), a global provider of performance optimisation software and services, today announced that O2 Ireland has implemented its eQuality(R) customer interaction recording and contact evaluation software to ensure all customers receive a consistent level of high quality sales, service and support.
O2 Ireland has a 400-seat site in Limerick to support its customer service call centre operations. It purchased Witness Systems' eQuality software to roll out across the whole organization. The overall objective for O2 Ireland was to fulfill a customer segmentation project in providing accurate customer intelligence to its team managers, leaders and agents based on calls received, and the ability to understand and respond to customers' requirements quickly and efficiently.

O2 Ireland has implemented the eQuality Balance and eQuality Evaluation solutions, which provide selective, business-driven voice and data recording and contact performance evaluation. With the eQuality solution, O2 Ireland has increased agent effectiveness and efficiency with the availability of screen-captured data, as well as customer voice recordings. For team managers, leaders and agents, the solution implemented had to be completely transparent, such that contact recording, as well as call reviews and evaluations, could take place at their desks, without slowing down their other software applications.

As part of the planning and implementation of the system, O2 Ireland invested in a Witness Systems-led Performance Optimisation Workshop -- for senior management, HR management, team leaders and agents -- to help O2 Ireland and Witness Systems truly understand the objectives and requirements for the technology, personnel and business processes involved, and decide which areas to concentrate on for the implementation. The focus of the workshop was on workforce optimisation to ensure that both the technology and personnel could meet and excel against objectives.

As part of O2 Ireland's everyday business, eQuality has provided an environment where significantly less coaching is required to retrieve, evaluate and manage calls. Self-coaching also is more evident, as agents are able to utilise data on the screen and manage customer requirements more effectively.

As Roger Grant, Head of O2 Customer Care, explains, "O2 Ireland believes that call centre operations will continue to evolve as customers request enhanced products and services. The software that Witness Systems' solution provides helps us to further understand our relationships with our customers. This will continue to be of paramount importance in optimising our call centre operations."

About O2 Ireland

O2 Ireland is a subsidiary of mmo2 plc, a leading provider of mobile services, offering consumer and corporate communications solutions. The company operates in three countries -- the UK, Germany and Ireland, and also has operations in the Isle of Man and owns O2 Airwave -- an advanced, digital emergency communications service.

About Witness Systems

Witness Systems (Nasdaq:WITS) provides the contact centre industry's first integrated performance optimisation software suite to help global enterprises capture customer intelligence and optimise workforce performance. The browser-based eQuality(R) software is comprised of compliance, high-volume and business-driven recording solutions for customer contact centres and IP telephony, as well as performance analysis and e-learning applications. The closed-loop suite enables companies to capture and retrieve, learn and train, and report and analyse customer interactions and back office transactions to develop staff, generate revenue, reduce costs, and achieve greater customer retention and loyalty. An integrated business consulting, implementation and training methodology provides services to support an effective, rapid deployment of eQuality that enables organisations to maximise their return on investment. For additional information about Witness Systems and its eQuality software suite, 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 fiscal year ended December 31, 2003, 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.

Contacts


Witness Systems
Anne Patton, 770-754-8656
apatton@witness.com
Tina Goodwin, + 44 (0)1372 869 550
tgoodwin@witness.com
or
IBA, for Witness Systems
Cheryl Billson, +44 (0)1780 721 433
cbillson@iba-europe.com
or
Porter Novelli, for Witness Systems
Reade Longino, 404-995-4547
reade.longino@pnicg.com

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