Vodafone's Customer Satisfaction Climbs to 83 Percent Using Witness Systems' eQuality Solutions.

Business Editors & Technology Writers

WOKINGHAM, England--(BUSINESS WIRE)--April 12, 2001

Witness Systems' eQuality software enables Vodafone to effectively

identify customer needs and improve customer interactions

Vodafone UK, the UK's most popular mobile phone network, today announced that customer satisfaction levels in its Pay As You Talk operation have increased in recent months and exceeded targets set for the first quarter of 2001.

The contact center is equipped with Witness Systems' eQuality(TM) software solutions that enable the simultaneous recording of voice and data in its customer interactions.

Vodafone UK commissioned an external company, E-Satisfy, to carry out a comprehensive study into customer satisfaction levels, and its contact centers were given a stretched target rate of 80 percent to be achieved by March 2001. The Witness Systems-equipped Pay As You Talk contact center has reported satisfaction levels of 83 percent.

George Watt, customer service executive at Vodafone UK, stated, "These results have exceeded all expectations, and it has become apparent that one major contributing factor in the improved rating is the use of Witness Systems' eQuality solutions."

"Before the implementation of the eQuality software, we employed a manual call recording method that was basic, onerous, and only able to capture the voice communication between our advisors and customers." Mr. Watt continued, "By monitoring both the voice and data elements of the calls, we are now better able to determine just how effective we are at communicating with our customers and meeting their needs. With a full understanding of how interactions unfold, we can continue to enhance our offerings and develop those who deliver them - all in an effort to build customer loyalty."

The Vodafone contact centers are using two products from Witness Systems' eQuality suite. The first, eQuality Balance(TM), is a business-driven voice and data recording application that brings together conversations between agents and customers, as well as the associated screen activity on the agent's desktop. The process enables supervisors to replay recordings and analyze customer interactions in a "real time" context. With selective recording based on "business rules," Vodafone is able to monitor the types of interactions that drive its business and customer-focused goals.

The second product, eQuality Evaluation(TM), is a customizable agent evaluation tool for the contact center market. It facilitates simultaneous evaluation and scoring of agent performance through tailored forms, reports and graphs that provide immediate performance feedback to contact center management teams. With eQuality Evaluation, Vodafone's supervisors and managers can score the quality and consistency of customer interactions and then use that information to gain an even more complete understanding of its advisors' service delivery, the effectiveness of its business processes, and its staff's ability to fully maximize the technology resources available to them. It also helps to quickly identify coaching and training opportunities.

Mr. Watt added, "Using Witness Systems' software, it is possible to ensure that in-house measurements for customer satisfaction are compatible with external methods. Now, by being able to monitor both what the advisor is saying and entering on the screen, the training process is greatly facilitated. The contact center managers are able to address individual needs and tailor a personalized training program."

"We are currently looking at integrating other eQuality suite products, including eQuality Now(TM), which delivers tailored training directly to the advisor's desktop. This will help to further improve satisfaction levels across multimedia customer interactions, including e-mail. Witness Systems is helping us transform our call center into a true contact center," he concluded.

About Witness Systems

Witness Systems (NASDAQ: WITS) is a leading global 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. For more information, contact Witness Systems, Eastheath House, Eastheath Avenue, Wokingham, Berkshire, RG41 2PR, or call [phone], or in the U.S., call 770.754.1900.

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 the company's 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 in the company's Securities and Exchange Commission filings, including, but not limited to, exhibit 99.1 to the company's Annual Report on Form 10-K for the fiscal year ended December 31, 2000 and any other reports filed from time to time with the Securities and Exchange Commission.

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