Niagara Mohawk enhances customer service operations with eQuality Software

ATLANTA, Ga., July 2, 2002 — Witness Systems, a provider of customer interaction recording, performance analysis and e-learning software that enables companies to optimize their customer relationships, recently announced that Niagara Mohawk, a National Grid company providing electricity and natural gas to customers in upstate New York, has boosted performance at its contact center in Syracuse since deploying eQuality® as its automated customer interaction recording and analysis solution.

Customer satisfaction has risen to 85 percent, the highest rating in the utility’s history.

“Customer satisfaction is at an all-time high,” said Randy Cotton, Niagara Mohawk’s customer specialist responsible for quality assurance. “eQuality has been an essential part of our achieving this milestone.” The company also has benefited from improvements in other contact center metrics, including a 23 percent increase in its average quality score and a 69 second reduction in average handle time.

The center’s 230 agents respond to an average of 220,000 calls per month from residential and commercial customers with service inquiries.

Niagara Mohawk had used manual tape recorders to record customer interactions, but with eQuality, the company can capture complete contacts and leverage customer intelligence to further optimize its customer service operations.

eQuality’s patented, synchronized voice and data recording capabilities enable Niagara Mohawk to hone its agents’ interpersonal skills, focusing on courtesy and accuracy, which contribute to increased customer satisfaction.

“eQuality has been extremely valuable in improving our overall performance,” Cotton added. “It would be very difficult to operate without it now that we’ve seen what it enables us to do in terms of developing our agents and improving customer satisfaction.” Niagara Mohawk plans to expand eQuality’s use to its billing and collection departments, which are located in its Buffalo contact center.

About Niagara Mohawk

Niagara Mohawk, a National Grid Company, provides electric service to approximately 1.5 million customers and natural gas to approximately 540,000 customers in upstate New York. The company is based in Syracuse. Its parent company also has electricity distribution operations in New England. National Grid is an international, U.K.-based company that builds, owns and manages electricity and telecommunications networks.

About Witness Systems

Witness Systems is a global provider of business-driven multimedia recording, performance analysis and e-learning management software that enables companies to optimize their customer relationships.

The browser-based eQuality® enterprise collaboration architecture is designed to enhance the quality of customer interactions across multiple communications media, such as the telephone, e-mail and Web, as well as allow companies to capture, communicate and collaborate on customer interactions throughout the enterprise.

For additional information about Witness Systems and its eQuality software, visit www.witness.com, or call 1.888.3.WITNESS.

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