The AA Benefits from Call Recording and Training Efficiencies, Saving Time and Money with Witness Systems’ eLearning and Call Recording Solutions

ATLANTA & LONDON--Witness Systems , a leading global provider of workforce optimisation software and services, announced today that the AA (The Automobile Association), the UK’s largest motoring organisation, has reported significant business gains and efficiencies achieved through the use of its workforce optimisation solutions.

The AA uses Witness Systems’ call recording, quality monitoring and eLearning software in four of its dedicated UK contact centres located in Cardiff, Cheadle, Newcastle and Oldbury. As a result, the organisation has reduced its new agent Financial Services Authority (FSA) two-day compliance training course by three hours and improved its call quality up to 50 percent in eight departments.

The AA selected Witness Systems’ workforce optimisation solution following its regulation by the FSA in January 2005. Today, Witness Systems supports the motoring organisation’s 2,500 agents in the member retention, accident management, legal, warranties, member care, new members, insurance, sales and AA.com departments, who handle calls from its 15 million members. Leveraging Witness Systems’ solutions, the AA can record and evaluate all or specific types of interactions, capture screen data related to calls, and increase the levels and frequency of staff training and self-coaching all the time ensuring FSA regulations are met, record and evaluate all or specific types of interactions, capture screen data related to calls, and increase the levels and frequency of staff training and self-coaching.

“Our investment in Witness Systems’ workforce optimisation software has dramatically changed the training processes in our organisation, making it frequent and better targeted to meet individual as well as group needs. In addition, it has greatly reduced training times as well as cost, while making coaching more focused. Importantly, it has also enhanced customer service quality,” said Jim Austin, contact centre general manager for the AA.

“Using our captured customer interactions, we can rapidly create custom eLearning lessons to address the specific development needs of individual agents, as well as topic and process issues that impact our entire agent population. This has marked a great advancement in our ability to coach and develop our staff – and enhance the customer experience,” added Austin.

“Witness Systems’ eLearning solution enables quick and effective training at an individual level. This combined with the information obtained from Witness Systems’ recording and performance evaluation functionality, allows us to actively demonstrate our compliance to the FSA,” explained Austin. “It also helps drive forward our business operations to ensure we deliver great service to our members. Witness Systems supports our ‘Full Circle’ focus that includes recruitment, training, quality monitoring and operational improvements.”

Added Tina Goodwin, international marketing director for Witness Systems, “The AA provides a great example of how Witness Systems’ workforce optimisation framework can help an organisation realise major business advantages. By leveraging a single provider platform, it can easily capture, analyse and act on cross-functional information concerning workforce performance, customer interactions and customer service processes. The solution provides valuable customer insight enabling companies, like the AA, to establish more intimate relationships with their customers.”

About the AA

The AA has been around for 101 years and is made up of five main business units:

Roadside assistance is the largest, attending over 3.5 million breakdowns each year, which equates to one every nine seconds. As the UK’s leading motoring organisation, our dedicated, liveried patrols are a familiar sight on UK roads.
Insurance – currently providing nearly 2 million home and motor policies - making us the largest independent insurance broker in the UK.
Publishing – Over half of UK road atlases sold in the UK are AA ones. In addition to this, the AA publishes a variety of travel guides and childrens’ books featuring our new character – Patrolman Pete.
Lending – year on year more people are choosing AA car loans when purchasing their vehicles.
Driving Schools – this business is growing at an increasing rate with an average of 90,000 learners per year and just under 2,000 fully qualified driving instructors.

For more information visit www.theaa.com

About Witness Systems

Witness Systems 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 features quality monitoring, compliance and IP recording, workforce management, performance management and e-learning. Primarily 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; 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 acquisitions or investments it may make; strategy and execution risks relating to these and other acquisitions and investments; 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.