WITS Witness Systems (MM)

Witness Systems (NASDAQ: WITS), a leading global provider of workforce optimization software and services, today announced the winners of its 2007 �Innovator of the Year� award. Presented annually in conjunction with the company�s Driving Innovation global user conference, this year�s dual customer award winners were Knology � a leading provider of interactive communications and entertainment services in the Southeastern United States, and Taylor Corporation � a holding company for a variety of business units, including the Midwest Call Center. Honored during the May 6-9 event at The Walt Disney World Swan Hotel in Orlando, Knology and Taylor Corporation were recognized as innovators for their workforce optimization strategies, service-level excellence and winning customer care programs. The �innovator� program is designed to highlight outstanding accomplishments and customer service programs that drive revenue, heighten employee morale, support staff growth and development, and increase customer loyalty. A common technology shared by both organizations is the use of Witness Systems� Impact 360� Workforce Optimization solution as a foundation of their workforce and performance optimization initiatives. Impact 360 � which unifies software and services for quality monitoring/full-time recording, workforce management, performance management and eLearning � is designed to help businesses improve everything, from customer interactions in the contact center to underlying back-office processes that impact the customer experience. Innovator of the Year: Knology Knology operates nine divisions, or local offices, supported by a centralized contact center in Augusta, Ga., and the corporate office in West Point, Ga. The organization has made a name for itself by providing bundled cable, Internet and voice services � a winning combination that has helped fuel steady customer and revenue growth in this highly competitive market. With a commitment to simplifying scheduling, ensuring quality service and supporting staff development, Knology put technology, business processes and the right staffing mix to work. According to the company, it is now more creative with scheduling � implementing split shifts to meet demand and appeal to staff. Customers benefit from its ability to schedule the right staff with the right skills at the right time, as well as deliver on increases in first-call resolution. A focus on training continues to expand staffing skills, reduce attrition and result in high agent quality scores that translate into better service experiences. Beyond supporting its customers, Knology has increased its call center�s revenue output by 55 percent over a three-year period. Knology also has realized multi-million dollar savings in call center operating expenses through increased efficiencies. Says Scott Evenson, director of customer care operations for Knology, �Our focus centers on delivering quality services that consistently meet our customer requirements. We strive for reliability, service excellence, and employees that keep our customers� needs in the forefront. Winning the �innovator� award is a great honor. It takes a dedicated staff, the right processes and a proven infrastructure to deliver on our commitment. Witness Systems and its solutions continue to play into our strategy and serve as a core foundation and enabler of our workforce and performance optimization focus.� Innovator of the Year: Taylor Corporation Taylor Corporation is a holding company for a variety of business units, including the Midwest Call Center. It provides customer service support for semi-custom printed materials � such as business cards, letterhead, envelopes, stamps and engraved products. Its business model is built on third-party channels that range from office supply chains to local print shops. Midwest Call Center serves as a focal point to these third-parties, responding to product, process and order status inquiries and requests. Focused on the ability to anticipate suppliers� needs and meet their requirements in a consistent quality manner, Taylor Corporation worked to align the people, processes and technology across the Midwest Call Center operation. To achieve this entailed an integrated workforce and performance optimization approach. Flexible workforce management allowed it to manage service levels, while providing staff with more extensive scheduling options. Scorecards and eLearning continue to support its commitment to and focus on staff training and development � providing consistent feedback and helping instill best practices. And customer surveys enable Midwest Call Center to keep customer feedback at the forefront � capturing �the voice of the customer� for real-time insight into their preferences, satisfaction levels and service experiences. According to Cory Gallagher, customer service department manager for Taylor�s Midwest Call Center, �We�re delivering a higher caliber of service to our customers and developing our staff, all at a lower cost � while also increasing employee satisfaction. That spells success.� He adds, �Another supporting factor is the ability to align with partners that truly understand your business and unique needs � a characteristic that Witness Systems continues to demonstrate. Winning an �innovator� award is a true honor � and being seen as one in our customers� eyes is the ultimate mark of success.� About Driving Innovation Hosted by Witness Systems, Driving Innovation addresses the evolution of today�s contact centers, branch and back-office operations in support of the customer experience; the critical roles each play within their organizations; and the trends and opportunities that lie ahead. The customer event spotlights the latest innovations, techniques and best practices for capturing customer intelligence, optimizing workforce performance, and improving customer satisfaction. At its core, Driving Innovation highlights winning strategies to ensure service-level excellence � while maximizing technology investments to achieve key business and customer goals. For more information, visit www.driving-innovation.net. About Knology Knology Inc. (NASDAQ: KNOL), headquartered in West Point, Georgia, is a leading provider of interactive communications and entertainment services in the Southeast. Knology serves both residential and business customers with one of the most technologically advanced broadband networks in the country. Innovative offerings include over 200 channels of digital cable TV, local and long distance digital telephone service with the latest enhanced voice messaging features, and high-speed Internet access, which supplies IP architecture with segmented voice and data bandwidth, and Managed Integrated Network Solutions (MATRIX), and integrated IP-based technology, which converges data and voice. For more information, visit www.knology.com. About Taylor Corporation Taylor Corporation is a holding company for a variety of business units, including the Midwest Call Center, which provides customer service support for semi-custom printed materials, such as business cards, letterhead, envelopes, stamps, and engraved products. Headquartered in North Mankato, Minnesota, the company does business through third-party channels ranging from office supply chains to local print shops. The Midwest Call Center is instrumental in fielding questions on products, processes and order status. About Witness Systems Witness Systems (NASDAQ: WITS) is the worldwide leader in software and services that help businesses capture customer intelligence and optimize their workforce performance. The company�s Impact 360� solution unifies quality monitoring, compliance and IP recording, workforce management, performance management and e-learning. Deployed in contact centers � as well as the remote, branch and back offices of global organizations � the workforce optimization solution captures, analyzes and enables users to share and act on cross-functional information across the enterprise. With Impact 360, organizations 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 the company's ability to compete successfully in the future; the risks associated with new product introductions and customer acceptance of those products; fluctuations and changes in customer demand and preferences; the rapid technological change characteristic of the company's markets; the company's ability to manage its growth; the ability of the company to complete and integrate successfully any acquisitions or investments it may make; strategy and execution risks relating to acquisitions and investments; the timing of orders; the risks associated with international sales as the company expands its markets, including the risks associated with foreign currency exchange rates; the successful completion of the acquisition by Verint Systems Inc.; 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, 2006 and its Form 10-Q for the quarter ended March 31, 2007, 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.