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Deloitte Services LP Named `Innovator of the Year' During Witness Systems' 2005 Customer User ConferenceLAS VEGAS & ATLANTA --(Business Wire)-- May 3, 2005 -- Ninth Annual Driving Innovation Event Recognizes Deloitte Services' Craig Brasington for contact center excellence; Conference focuses on contact center, IP Telephony and back office workforce Optimization Witness Systems (NASDAQ: WITS), a leading global provider of workforce optimization software and services, announced at this week's Driving Innovation user conference that Deloitte Services LP, a leading global consulting and business solutions provider, has been awarded its 2005 "Innovator of the Year" honor. Presented during the company's ninth annual customer conference, the award program recognizes outstanding accomplishments and innovative customer service programs that drive revenue, heighten employee morale, and increase customer satisfaction and retention. Accepting the honor for Deloitte Services was Craig Brasington, a call quality supervisor, who is being recognized for the integral role he played in deploying a global call quality initiative for Deloitte Services' U.S.- and India-based contact center operations, which have experienced measurable results tied to increased customer satisfaction, decreased costs, enhanced processes and heightened employee morale throughout the organization. Craig Brasington and Deloitte Services With professionals at work in nearly 150 countries, the Deloitte U.S. Firms deliver audit, tax, consulting and financial advisory services worldwide - serving more than one-half of the world's largest organizations. Deloitte Services' contact center operations span from the U.S. to India, and its employees primarily handle inbound calls from internal clients in practice offices and at client sites, as well as some interactions with external clients. As part of a contact center initiative to create an in-house workforce optimization program - including quality monitoring, performance evaluation and training - Deloitte Services looked to supervisor Craig Brasington to evolve its quality initiative from a third-party, outsourced structure to an in-house program that provided more hands-on management of Deloitte Services' performance and customer satisfaction goals. Brasington was selected as "Innovator of the Year" based on his leadership in developing and delivering a strategic program structured around workforce optimization and focused on enhancing internal and external customer service excellence within its domestic and international contact centers. Brasington leads Deloitte Services' call quality team, which provides performance and process monitoring services to its call center professionals and coaches Deloitte Services' quality analysts to align employees' strengths and competencies with corporate goals to provide seamless service to its professionals and clients. To achieve this end, the team leverages Witness Systems' customer interaction recording and performance evaluation software to enhance service quality, increase satisfaction and refine processes throughout the company to deliver leading edge, customer-centric solutions. Brasington has been instrumental in moving the company's workforce optimization focus - including quality and process improvements - from an outsourced to a more proactive, internal quality program focused on monitoring, evaluating and coaching Deloitte Services' contact center professionals. In addition, he redesigned contact center training initiatives that incorporate the use of Witness Systems' technology to better align core skill competencies, as well as provide thorough coaching and training to enhance agent performance and their ability to deliver world-class service across geographic regions. As Deloitte Services expanded its contact center operations to Hyderabad, India, Brasington was charged with launching a quality and workforce optimization program that mirrored its methodologies in the U.S. To help make this a successful implementation, he spent two months in Deloitte Services' India contact center, where he evaluated the center's process and quality initiatives. Under his leadership, quality analysts and contact center management redesigned the call center's entire quality and performance improvement approach, honing in on key behaviors that were linked to service excellence and applying a best practices approach between centers. His efforts in developing and further refining the quality assurance program greatly improved overall customer satisfaction, reduced repeat calls and increased agent efficiency. Performance evaluation scores increased 10 percent within a three-month period, marking a significant and quick impact. Brasington's experience in addressing the contact centers' requirements played an important role in identifying process gaps and helped orchestrate the development of solutions and operational best practices. Further, he engineered a smooth transfer of knowledge about the new quality and workforce optimization program - from Witness Systems' solutions, calibration, administration and day-to-day monitoring - to promote staff buy-in and cost efficiencies. As a result, Deloitte Services experienced savings of more than 50 percent by moving quality and workforce optimization in-house. "We're pleased to see leaders like Craig at Deloitte Services incorporate our market-leading workforce optimization solutions in its drive for tangible business results," said Nancy Treaster, senior vice president of global marketing for Witness Systems. "Working together on a project with global scale focused on internal and external service quality, process efficiencies and training is resulting in a measurably successful customer service excellence program." About Deloitte Deloitte refers to one or more members of Deloitte Touche Tohmatsu, a Swiss Verein, its firms and their respective subsidiaries and affiliates. Deloitte Touche Tohmatsu is an organization of member firms around the world devoted to excellence in providing professional services and advice, focused on client service through a global strategy executed locally in nearly 150 countries. With access to the deep intellectual capital of 120,000 people worldwide, Deloitte delivers services in four professional areas - audit, tax, consulting and financial advisory services - and serves more than one-half of the world's largest companies, as well as large national enterprises, public institutions, locally important clients, and successful, fast-growing global growth companies. Services are not provided by the Deloitte Touche Tohmatsu Verein, and, for regulatory and other reasons, certain member firms do not provide services in all four professional areas. As a Swiss Verein (association), neither Deloitte Touche Tohmatsu nor any of its member firms has any liability for each other's acts or omissions. Each of the member firms is a separate and independent legal entity operating under the names "Deloitte," "Deloitte & Touche," "Deloitte Touche Tohmatsu" or other related names. About Witness Systems Witness Systems (NASDAQ: WITS) is a leading global provider of workforce optimization software and services. The company's solutions - which play a strategic role in the customer interaction centers of Global 2000 and small- and medium-sized businesses (SMBs) worldwide - also are deployed in IP Telephony and back office environments, and throughout the extended enterprise, including branch offices. Witness Systems' software is comprised of quality monitoring, compliance, high-volume and IP Telephony recording solutions, as well as workforce management, actionable learning and performance management applications. The company's solutions enable organizations to optimize their people, processes and technology throughout the enterprise. Witness Systems' customers benefit from an integrated business consulting, implementation and training methodology that supports a rapid deployment, enabling them to drive revenue, reduce operational costs, and achieve greater customer retention and loyalty. For additional information about Witness Systems, 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 year ending December 31, 2004, 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. |
