EMC First to Earn Prestigious Customer Support Center Certification On Two Continents; EMC Also Wins Services Marketing Excellence Award.

HOPKINTON, Mass.--(BUSINESS WIRE)--Oct. 13, 1999--

EMC Corporation, the world's leading provider of enterprise storage systems, software and services, today announced it is the first company to earn the prestigious Support Center Practices (SCP) Certification in both North America and Europe. EMC was awarded the highly regarded SCP Certification after Service Strategies Corporation (SSC), of San Diego, Cal., completed extensive audits of EMC's Hopkinton, Mass., U.S.A., and Cork, Ireland, Customer Support Centers.

In addition, EMC recently received the 1999 Services Marketing Excellence Award from the Information Technology Services Marketing Association, a leading professional association dedicated to advancing services marketing practices in the information technology industry.

SCP Certification quantifies the effectiveness of customer support centers based on a set of stringent performance standards and represents best practices in the support industry. SCP Certification measures factors such as corporate commitment and strategic direction, customer satisfaction, performance metrics, research and development interface, and other strategic areas of the support operation.

"Industry observers call EMC Customer Services our secret weapon," said Joseph M. Walton, EMC Senior Vice President of Global Customer Service. "We prefer to think of it as our customers' secret weapon. It's great to know that the Service Strategies Corporation and ITSMA have ratified what our customers already know - that EMC consistently delivers the world's most effective, responsive customer support services."

John Hamilton, President of Service Strategies Corporation, said, "By passing the rigorous requirements necessary to achieve SCP Certification, EMC has made it clear it is committed to delivering world-class, global support to their customers. During the SCP Certification audit, EMC demonstrated an outstanding level of responsiveness to customers and a clear commitment to customer satisfaction."

Ensuring Superior Customer Service

Not only is EMC the global enterprise storage leader, but the company also has achieved nine consecutive quarters in which the company has generated 30-percent or more year-to-year growth in both revenue and net income. Further, EMC's software revenues grew by more than 150 percent in the most recent fiscal year.

"In an era when business runs on 'Internet time,' maintaining world-class customer support can be especially challenging," Walton added. "The SCP Certification and ITSMA Award demonstrate EMC's uncommon ability to maintain uncompromising customer service while generating phenomenal business growth."

The SCP Certification program establishes the service quality benchmark for IT services support centers and help desks. Twenty-four leading IT service and support providers developed the program in conjunction with the Software Support Professionals Association (SSPA) and Service Strategies Corporation (SSC). The sponsor companies provided insight and perspective into the key elements required for delivering world-class service to IT customers. Each of the twenty-four sponsors provided a unique viewpoint based on the type of service they deliver to their customers. This segmentation of sponsors allows SCP Certification to meet the needs of IT service providers, while capturing the core elements necessary to deliver exceptional service. For more information, contact Service Strategies Corporation at 619-674-4864 or visit the web site at www.servicestrategies.com.

ITSMA is a research-based, professional association dedicated to advancing the state of the art of services marketing in the information technology industry. In addition to the organization's educational and professional development events, ITSMA conducts best practices, benchmarking, and brand awareness research, and offers consultative advisory services to its members. ITSMA has over 135 corporate members from all segments of the information technology and professional services industry. For more information, please visit the Web site: www.itsma.com.

EMC Corporation, a Fortune 500 company based in Hopkinton, Massachusetts, is the world's technology and market leader in the rapidly growing market for intelligent enterprise storage systems, software and services. The company's products store, retrieve, manage, protect and share information from all major computing environments, including Internet and e-commerce applications, as well as UNIX, Windows NT and mainframe platforms. The company has offices worldwide, trades on the New York Stock Exchange under the symbol EMC, and is a component of the S&P 500 Index. For further information about EMC and its storage solutions, EMC's corporate web site can be accessed at www.emc.com.

EMC is a registered trademark of EMC Corporation. All other trademarks are the property of their respective owners.

This release contains "forward-looking statements" as defined under the Federal Securities Laws. Actual results could differ materially from those projected in the forward-looking statements as a result of certain risk factors, including but not limited to: (i) the operational integration associated with acquisitions; (ii) delays in the development, production or acceptance of either company's products; (iii) the transition to new products; (iv) competitive factors, including but not limited to pricing pressures, in the computer storage market; (v) the relative and varying rates of product price and component cost declines; (vi) other risks associated with acquisitions; and (vii) other one-time events and other important factors disclosed previously and from time to time in EMC's filings with the U.S. Securities and Exchange Commission.