Access Integrated Networks to Deploy eQuality Software from Witness Systems.

Business Editors & Technology Writers

Call Center Demo & Conference

Booth #B4

DALLAS & ATLANTA--(BUSINESS WIRE)--Jan. 28, 2003

Telecommunications Provider to Heighten Customer Focus and Enhance

Service Quality with eQuality Solutions

Witness Systems (NASDAQ: WITS), a leading global provider of performance optimization software and services, today announced that Access Integrated Networks, Inc. (AIN), a rapidly growing competitive local exchange carrier (CLEC) with small business customers in nine Southeastern states, will deploy its eQuality(R) software at the company's contact center in Macon, Ga.

AIN will implement the eQuality solutions to record and evaluate conversations between its 100 customer sales/service representatives (CSRs) and customers as part of an overall quality assessment. The company's contact center receives approximately 25,000 calls per month from small business customers requesting information about their local and long distance telephone service accounts. In addition to helping provide world-class customer service, AIN expects eQuality to play an important role in both staff training and development, as well as capturing valuable customer and business intelligence that can be used for operational improvements.

"As an alternate provider of telecommunications services, our vision of being different includes providing first-rate customer service," said Doug Charles, AIN's assistant vice president of operations. "With a keen focus on our customers, our aim is to create a positive and memorable experience every time we come in contact. With eQuality, I believe we're better positioned to meet that goal."

About Access Integrated Networks, Inc.

Access Integrated Networks, Inc. is a profitable Competitive Local Exchange Carrier (CLEC). Established during 1996, the privately held company is headquartered in Macon, Ga. In addition to local telephone service, AIN offers long distance and toll-free service, as well as travel calling cards and consolidated local and long distance billing.

About Witness Systems

Witness Systems (NASDAQ: WITS) provides the contact center industry's first integrated performance optimization software suite to help global enterprises capture customer intelligence and optimize workforce performance. Comprised of business-driven multimedia recording, performance analysis and e-learning management applications, the browser-based eQuality(R) solution is designed to enhance the quality of customer interactions across multiple communications media, including the telephone, e-mail and Web. The closed-loop suite enables companies to record, evaluate and analyze customer contacts, and then launch e-learning to develop staff, generate additional revenue, and achieve greater customer retention and loyalty. An integrated business consulting, implementation and training methodology provides services to support an effective, rapid deployment of eQuality that enables organizations to maximize their return on investment. For additional information about Witness Systems and its eQuality software suite, visit www.witness.com, or call 1.888.3.WITNESS.

Cautionary Note Regarding Forward-looking Statements Under the Private Securities Litigation Reform Act of 1995: Information in this release that involves Witness Systems' expectations, beliefs, hopes, plans, intentions or strategies regarding the future are forward-looking statements that involve risks and uncertainties. These statements include statements about Witness Systems' strategies in the marketplace, its market position and its relationship with customers. All forward-looking statements included in this release are based upon information available to Witness Systems as of the date of the release, and the company assumes no obligation to update any such forward-looking statement. These statements are not guarantees of future performance and actual results could differ materially from our current expectations. The factors that could cause actual future results to differ materially from current expectations include, but are not limited to, 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 competition; the risks associated with international sales as the company expands its markets; 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 fiscal year ended December 31, 2001 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.