Credit Unions Improve the Customer Experience with eQuality Solutions from Witness Systems.

Business Editors/High-Tech Writers

ATLANTA--(BUSINESS WIRE)--July 21, 2003

Virginia Credit Union Joins Growing List of Like Customers

Implementing Customer Interaction Recording and Performance

Evaluation Solutions to Increase Customer Satisfaction

Witness Systems (NASDAQ: WITS), a leading global provider of performance optimization software and services, today announced that Virginia Credit Union is deploying its eQuality software to capture customer intelligence and optimize workforce performance in the company's customer contact center in Richmond. Virginia Credit Union joins a growing number of credit unions gaining business value from eQuality, such as Arrowhead Credit Union, Digital Federal Credit Union and Tinker Federal Credit Union.

Over the past 10 years, household debt rose an astounding 91 percent, which means more consumers are turning to credit unions for financial assistance, and often the first call from a prospect goes directly to the customer service center. Customer inquiries can vary from requesting information on general credit services to applying for loans, which increases the complexity of the customer service representative's (CSR) job. In order to provide consistent, quality service across all customer touch points, it is critical that the company implement ongoing training and development initiatives for its staff to ensure information and service is delivered with accuracy, efficiency and enthusiasm each and every time a customer calls the customer care center.

Virginia Credit Union is implementing eQuality to better serve its 154,000 members. The credit union expects to monitor more calls more effectively by being able to view the entire member interaction from both a voice and data perspective. "We strive to give quality service in every one of the 750,000 calls we answer annually," said Brian Kubin, call center software specialist with Virginia Credit Union. "Our members already rate their satisfaction with the credit union very highly, and we hope to increase that metric even more with the help of the business intelligence we capture through eQuality."

With the eQuality solution, Virginia Credit Union will be able to record, replay and evaluate its customer interactions to help its agents improve their performance in the areas of sales and service. The company also can gather valuable business intelligence to impact other key metrics, including customer satisfaction.

"eQuality has proven its effectiveness in helping to increase customer satisfaction and workforce performance within credit unions and other financial institutions," said Nancy Treaster, senior vice president, global marketing, Witness Systems. "The eQuality suite, beginning with the customer interaction recording software, is very powerful if fully leveraged by credit unions and other organizations, impacting not only quality but productivity, customer satisfaction, staff development and retention and revenue generation."

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 and/or full-time customer interaction recording, performance analysis and e-learning management applications, the browser-based eQuality(R) solution is designed to enhance the quality of customer contacts across multiple communications media, including the telephone, e-mail and Web. The closed-loop suite enables companies to record, evaluate, analyze and learn from customer contacts and the touch points they use to develop staff, generate revenue, reduce costs, and achieve greater customer retention and loyalty - all by sharing captured customer and business intelligence throughout the entire organization. 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.

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 international sales as the company expands its markets, including the risks associated with foreign currency fluctuations; the ability of the company to complete successfully any acquisitions or investments it may make; 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, 2002, and any other reports filed from time to time with the Securities and Exchange Commission.

eQuality and the Witness logo are registered trademarks of Witness Systems Inc. in the United States and other countries.

All other trademarks mentioned in this document are the property of their respective owners.