BTI Enhances Customer Service with eQuality Software from Witness Systems.

Business Editors/High-Tech Writers

ATLANTA--(BUSINESS WIRE)--Oct. 21, 2002

Southeastern integrated communications provider heightens customer

service operations with customer interaction recording and

performance evaluation solutions

Witness Systems (NASDAQ: WITS), a leading global provider of performance optimization software and services, today announced that integrated communications provider Business Telecom, Inc. (BTI) has selected and implemented its eQuality(R) software. The company is using the software to capture customer intelligence and optimize workforce performance, including service delivered through the customer sales/service representatives (CSRs) at its 120-seat contact center in Raleigh, N.C.

BTI - which provides business voice, data and Internet services - deployed two products from Witness Systems' eQuality software suite. The voice and data recording solution, eQuality Balance, enables BTI to capture agent-customer conversations, as well as the corresponding activities taking place at the agent's desktop, such as data entry and screen navigation. The other product implemented by BTI, eQuality Evaluation, is an online agent performance evaluation solution that allows customers to assess staff performance and development needs, as well as gauge business process effectiveness. Using eQuality, BTI has seen improvements in its ability to provide quality customer service through knowledgeable CSRs, while boosting productivity. The software also has enabled management to observe and evaluate service delivery for a complete quality assessment based on eQuality's synchronized voice and data recording functionality.

"With eQuality, we have established a foundation for our quality assurance program that has allowed us to gain a better understanding of not only our customers' requirements, but also the needs of our staff," said Beverly Fuller, director of BTI customer service. "Our team can now leverage customer intelligence gathered through eQuality to learn more about our customers' experiences. This information enables us to focus on maintaining and improving BTI's service excellence."

About BTI

BTI (bti.com) is the premiere integrated communications provider of voice, data and Internet services to businesses in the Southeastern U.S. Founded in 1983, BTI serves more than 30,000 customers and operates 22 sales offices. The company owns and operates a network covering 4,400 route miles of lit fiber for extensive regional penetration, with 14 Lucent Technologies 5E 2000 digital local switches to serve local markets, as well as four network operations centers with Alcatel 600E digital long distance switches. BTI is one of the largest privately held communications providers in the country, with annual revenues in excess of $286 million.

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.