WITS Witness Systems (MM)

Witness Systems (NASDAQ: WITS), a leading global provider of workforce optimisation software and services, today announced that Littlewoods Shop Direct Group, the UK�s leading home shopping and online retailer, has deployed its Impact 360� Advanced Workforce Management solution, along with its Impact 360 Strategic Planning functionality. Littlewoods Shop Direct Group uses the technology � which includes forecasting and scheduling, adherence, scorecards, time off management and lesson management, along with strategic planning � to manage 3,000 agent seats at its contact centre subsidiary Optimum Contact Centre Solutions, created as a result of the recent merger of the Littlewoods and Shop Direct business lines. Optimum Contact Centre Solutions handles both the inbound and outbound telephone sales and customer service functions of the Littlewoods Shop Direct Group business. Following an extensive review of solutions on the market, Littlewoods Shop Direct Group selected Impact 360 Workforce Management and Impact 360 Strategic Planning to meet operational and strategic business requirements. With Littlewoods� sales exceeding �2.1 billion annually, Witness Systems� solution helps ensure customer service is optimised by accurately matching resources, projected customer demand and the number of agents scheduled. Vicky Jenkins, Customer Services Director for Littlewoods, comments: �We are an organisation that strives to put our customers first. We distribute over nine million catalogues every year � containing more than 70,000 fashion and footwear, and home and leisure lines � mailed by our Home Shopping brands. After an extensive review of workforce management offerings on the market, it was clear that Impact 360 Workforce Management is able to provide us with the flexibility we need to match available agents to customer demand and make us fit for purpose.� Chris Manton-Jones, Vice President EMEA at Witness Systems adds: �With Impact 360 Workforce Management, organisations � such as Littlewoods � can reduce costs by staffing appropriately to meet workload, drive business growth, and improve employee effectiveness and retention. The solution helps increase both agent and customer satisfaction by creating flexible shift patterns that suit employees, while ensuring that predicted customer demands are met.� About Impact 360 Impact 360 Workforce Management is part of the Impact 360 Workforce Optimisation solution from Witness Systems. As the market�s most complete workforce optimisation solution, it unifies software and services for quality monitoring/full-time recording, workforce management, performance management and eLearning under a flexible, open-systems architecture that features a single user interface, along with centralised administration and reporting. Operating in TDM, IP and mixed telephony environments, Impact 360 maximises the information flow within enterprises, businesses and call centres, providing deep insight into workforce performance, caller interactions and customer service processes, while driving cost savings, strategic decision-making and competitive advantage. About Littlewoods On 1 November 2005, Littlewoods Home Shopping Limited changed its name to Littlewoods Shop Direct Home Shopping Limited. Its new state-of-the-art registered head office, Skyways House, is situated in Speke, South Liverpool and it also has offices in central Liverpool and Manchester. The company has annual sales reaching in excess of �2.1 billion. It services 12 leading brands through a network of sort centres, depots and distribution centres; customer contact centres, a dedicated financial services provider; state-of-the-art warehousing and returns facilities; document management and data services and a dedicated sourcing facility working out of offices in the Far East. For more information please visit: www.littlewoods.co.uk and www.lwsdg.co.uk. About Witness Systems Witness Systems (NASDAQ: WITS) is the worldwide leader in software and services that help businesses capture customer intelligence and optimise their workforce performance. The company�s Impact 360� solution features quality monitoring, compliance and IP recording, workforce management, performance management and eLearning. Primarily deployed in contact centres � as well as the remote, branch and back offices of global organisations � the workforce optimisation solution captures, analyses and enables users to share and act on cross-functional information across the enterprise. With Impact 360, organisations can improve interactions and the underlying back-office processes that enhance the customer experience and build customer loyalty. For more information, visit us at www.witness.com. Cautionary Note Regarding Forward-looking Statements: Information in this release that involves 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 "will," "anticipates," "expects," "intends," "plans," "believes," "estimates," and similar expressions and statements about present trends and conditions that may extend into the future. 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 and changes in customer demand and preferences; 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 exchange rates; the ability of the company to complete and integrate successfully any acquisitions or investments it may make; the ability of the company to compete successfully in the future; the risk of management distraction and other consequences that might result from the review of certain option grants and option granting practices described in the Current Report on Form 8-K filed by the Company on August 11, 2006 and related developments, 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 Form 10-K for the year ended December 31, 2005 and its Form 10-Q for the quarter ended March 31, 2006, as filed with the Securities and Exchange Commission. Witness, Impact 360, Improve Everything and the Witness logo are the trademarks (registered or otherwise) 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.