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  • 7 June 2004 16:03

Witness Systems provides contact centre solution for Accor Reservation Services

SYDNEY, Australia (7 June 2004) - Witness Systems (NASDAQ: WITS), a global provider of performance optimisation software and services, today announced the deployment of its eQuality software solutions in eight hotel reservations chains (Sofitel, Novotel, Suitehotel, Mercure and Ibis) owned by the Accor Reservation Services Group.

Accor Reservation Services, the Paris-based leading global hotel and service industry group in Europe, was won over by eQuality's robust customer interaction recording and reporting capabilities. In fact, the optimisation of customer relations is key to Accor's marketing and sales strategy.

By offering solutions that record, evaluate and analyse interactions between employees and customers, the eQuality suite enables companies, like Accor, to optimise agent performance by using captured customer contacts to ensure adherence to processes and procedures and to share agent best practices by leveraging them for training purposes. The software also enables companies to gain valuable insight into customer experiences and behaviours and use these for specific loyalty scheme offers.

The solutions provided by Witness Systems enable entire agent/customer transactions to be recorded, thereby providing a full transcript of the conversation, as well as a complete record of the screen activities and sequence of events taking place at the agent desktop. This enables companies to have a full view of how customer experiences unfold to determine satisfaction, service quality, trends and opportunity/improvement areas.

By using the eQuality software, Accor Reservation Services is able to define what actions should be taken and the best practices to follow during a call, as well as determine whether agents are adhering to the correct procedures.

At the same time, eQuality enables marketing teams and Accor Reservation Services' contact centres to work together on these actions and patterns, allowing them to constantly strive for a better response to meet the expectations of Accor's clients.

"The solutions offered by Witness Systems allow our contact centres to enhance the quality of service we deliver, as well as streamline how we monitor and evaluate customer contacts," explains Benoît Bourla, Managing Director of Accor Reservation Services. "Our choice of eQuality is backed up, day after day, by the results we have obtained."

In Accor's Asia Pacific operations, the Witness solution brings an approach to quality which fully supports Accor Reservation Services' business drivers such as conversion rate, high yield, and agent effectiveness.

Christelle Zuccotti, director of operations Asia Pacific for Accor Reservation Services, said: "Since implementing eQuality we have seen an increase in over three points in our conversion rate, resulting in an increase of 15 percent in our production. This supports our business goals to contribute more to our hotels, but also guarantees customer satisfaction. eQuality has also helped us to streamline appropriate training which answers more of our team and business needs. "

Steve Allen, Senior Vice President of International Operations for Witness Systems adds, "Our solutions bring a concrete benefit to businesses in capturing valuable customer insight to optimise customer relations. These capabilities are enabling companies to make a rapid return on their investment."

Note to Editors: Accor Reservation Services has implemented Witness Systems' eQuality software solutions in six locations globally: Paris, France; London, U.K.; Sydney, Australia; Madrid, Spain; Sao Paolo, Brazil; and Columbus, Ohio, U.S.A.

For more information: Alba Oni Witness Systems +61 2 8907 0320

David Matthews Porter Novelli +61 2 9463 7600

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 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

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 characterises 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.

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