Bank of America Standardizes on eQuality Software from Witness Systems.

Business Editors & Technology Writers

ATLANTA--(BUSINESS WIRE)--Oct. 23, 2000

Largest U.S. bank implementing multimedia customer interaction recording

software to enhance service quality and build customer relationships

Witness Systems, Inc. (NASDAQ: WITS), a leading provider of customer interaction recording, analysis and e-learning software that enables companies to optimize their customer relationships, today announced that Bank of America, the largest U.S. bank, has selected Witness Systems' eQuality(TM) software to be used at the bank's call centers nationwide.

Providing financial services to 30 million households, Bank of America will use the eQuality solution to monitor and analyze business-critical customer contacts from the millions it receives each year. Initially, the software will be rolled out to Bank of America's Telephone Banking consumer service centers, where its customer service representatives will now have enhanced coaching and training to improve their performance and optimize the bank's customer interactions.

"After an extensive evaluation, we selected the industry-leading eQuality software to enhance our ability to set new standards for quality," said Timothy J. Wishon, senior vice president for Bank of America's Telephone Banking. "Taking advantage of this customer interaction recording technology will help our company continue to build relationships with our customers, while offering them the best possible service. We can make our offering more valuable to our customers by monitoring and analyzing how we interact with them, which eQuality automates for our business."

The eQuality multimedia recording and analysis software is yet another example in a long series of Internet and technology-centric initiatives undertaken by Bank of America, the on-line banking market leader with more than 2.6 million on-line customers. The solution will be a cornerstone for helping the bank grow its reputation for quality, personalized customer service.

"With Witness Systems' assistance, Bank of America's experienced contact center teams are deploying software to analyze the effectiveness of the bank's many innovative consumer offerings," said Dave Gould, CEO of Witness Systems. "We're extremely pleased that Bank of America has standardized on our eQuality suite, which will help the bank in optimizing customer relationships, benefiting its customers across the nation."

About Bank of America

Bank of America, with $672 billion in assets, is the largest bank in the United States. It has full-service operations in 21 states and the District of Columbia and provides financial services to 30 million households and two million businesses as well as international corporate financial services for business transactions in 190 countries. The company's Internet and e-commerce capabilities are part of an unparalleled nationwide delivery network that includes banking centers, ATMs and telephone call centers, creating a better, faster, easier banking and investing experience for all the bank's customers and clients. The company's stock (ticker: BAC) is listed on the New York, Pacific, and London stock exchanges and certain shares are listed on the Tokyo Stock Exchange.

About Witness Systems, Inc.

Witness Systems, Inc. (NASDAQ: WITS) is a leading provider of recording, analysis and electronic learning management software that enables companies to enhance their customer interactions across multiple communications media. Its eQuality(TM) suite of products is designed to further extend the ability to record, evaluate and analyze complete customer contact based on user-defined business rules. Witness Systems' software is deployed by contact center managers as a training tool to improve the performance of agents and as an evaluation tool to gauge business process effectiveness - all in an effort to help companies deliver world-class service. Witness Systems has installed its products in a multitude of industries worldwide, including automotive, financial services, healthcare, hospitality, insurance, outsourcing, publishing, retail, telecommunications, travel and utilities. Witness Systems' news, product and service information is available on the World Wide Web at www.witness.com or by calling 770.754.1900.

Forward-looking statements in this release are made based on beliefs as well as assumptions made by, and information currently available to, management pursuant to 'safe-harbor' provisions of the Private Securities Litigation Reform Act of 1995. While these statements reflect our best current judgment, they are subject to risks that could cause a change in focus and direction. A discussion of certain risks that may cause actual results to differ from these forward-looking statements can be found on Witness Systems' Form 10-K filed on March 24, 2000 with the Securities and Exchange Commission.

Witness Systems and eQuality are trademarks of Witness Systems, Inc. All other trademarks mentioned in this document are the property of their respective owners.