Dendrite Enhances Pharmaceutical Call Center Services With eQuality From Witness Systems.

Business Editors & High Tech Writers

ATLANTA--(BUSINESS WIRE)--April 29, 2002

Client relationships strengthened through deployment of customer

interaction recording and performance analysis solutions

Witness Systems (NASDAQ: WITS), a leading global provider of customer interaction recording, performance analysis and e-learning software that enables companies to optimize customer relationships, today announced that Dendrite (NASDAQ/NMS: DRTE) has selected eQuality to further enhance call center services for its growing pharmaceutical client base.

Dendrite, which develops innovative technology for the global pharmaceutical industry, is implementing the eQuality Balance voice and data recording solution and the eQuality Evaluation performance reporting software at its customer support center in Chesapeake, Va. Supporting 23 of Dendrite's leading pharmaceutical customers, this state-of-the-art facility provides help desk support to sales representatives, managers and home office personnel, helping to keep pharmaceutical sales and marketing departments fully operational and effective.

"Dendrite now has even more robust automated options for monitoring the quality of our interactions with clients," said Rob Marzigliano, Dendrite's vice president of operations and client services. "eQuality allows us to better distribute and analyze customers' support findings both internally, as well as externally with clients. This will ensure that we incorporate customer feedback into every product and service solution we offer. Our investment in eQuality underscores our corporate commitment to continually enhance service levels to customers."

Using eQuality, Dendrite can record voice interactions with customers, as well as the corresponding computer screen activities taking place at customer service representatives' (CSRs) desktops - including data entry, screen navigation and use of technological resources. Dendrite will use these recordings across the company to fine-tune product/service offerings, refine business processes and help CSRs perfect their skills.

The software also will enable Dendrite to strengthen service through deeper analysis of customer interactions and enhancement of key performance metrics, such as first-call resolution. Dendrite will use the technology to train and develop its agents, share client information across the company to further promote enterprise collaboration, and build a world-class infrastructure with best-of-breed help desk tools.

About Dendrite

Dendrite develops global pharmaceutical technology that helps clients strategically manage customer relationships to increase market share. The company creates unique, analytically driven solutions that enable pharmaceutical companies to influence prescriber behavior, thereby delivering a sustained competitive advantage. More than 80,000 pharmaceutical sales representatives and their managers from over 150 companies and 57 countries use Dendrite products and services. They represent 19 of the top 20 pharmaceutical companies. For more information, visit www.dendrite.com.

About Witness Systems

Witness Systems (NASDAQ: WITS) is a leading 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. As an integrated, closed-loop performance optimization solution, eQuality enables companies to record, evaluate, analyze and learn from customer contacts and the touch points they use - including customer self-service via the Web - to generate additional revenue, develop staff, and achieve greater customer retention and loyalty. For additional information about Witness Systems and its eQuality software, visit www.witness.com, or call 1.888.3.WITNESS.

The foregoing contains forward-looking statements within the meaning of The Private Securities Litigation Reform Act of 1995. The statements may be identified by such forward-looking terminology as "expect," "believe," "may," "will, " "intend," "plan," and similar statements or variations. Such forward-looking statements are based on our current estimates and assumptions and involve certain significant risks and uncertainties, including: risks associated with and dependence on the pharmaceutical industry; fluctuations in quarterly revenues due to lengthy selling cycles, product implementation cycles, customer budget cycles, and timing of revenue recognition; dependence on major customers; successful and timely development and introduction of new products and versions; rapid technological changes; increased competition; retention of key senior managers; and unique characteristics of the consumer packaged goods industry. Other important factors that should be considered are included in the company's 10-K, 10-Qs, and other reports filed with the SEC. Actual results may differ materially. The company assumes no obligation for updating any such forward-looking statements.

Note: Dendrite is a registered trademark of Dendrite International, Inc.

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.

eQuality and the Witness logo are 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.