Global Contact Centers Continue to Invest in Single, Best-in-Class Solution for Compliance Recording and Quality Management

ATLANTA, GA -- Dec. 29, 2004 -- Witness Systems (NASDAQ: WITS), a global provider of  performance optimization software and services, today announced continued market demand for its  eQuality(R) ContactStore Plus offering, a software solution designed to meet customers’ full range of  recording needs from both a compliance and quality management perspective.

Leading companies deploying the solution today represent the banking and financial services industries, as well as healthcare, insurance, media and entertainment, outsourcing, pharmaceutical and transaction services – including such names as ACCENT, AdvancePCS (now a division of Caremark), Alliance Data Systems, Blue Cross Blue Shield of Massachusetts, Blue Cross & Blue Shield of Rhode Island, ChaseCom, Direct Checks Unlimited, Household International, Inc., JP Morgan Chase and RBC Financial Group.

These organizations and others have integrated eQuality ContactStore Plus into their operations, leveraging the single compliance recording and quality monitoring solution to enhance sales and service quality, ensure consistent communications across customer touch points, increase revenue, reduce costs and heighten customer satisfaction and loyalty. eQuality ContactStore Plus enables companies to capture valuable business intelligence by recording and evaluating customer interactions and using the insight gained to improve sales, service and overall operations.

Based on the recently published "World Contact Center Recording Systems Market" report from The Pelorus Group -- one of the fastest growing independent market research companies -- both the full and selective recording market sectors will show significant growth through 2008. The Pelorus research recognizes Witness Systems as the global leader in recording systems software, as well as the worldwide leader in recording systems software and services, for the contact center market.

ACCENT, an international provider of outsourced customer relationship management solutions, partners with Fortune 1000 companies to market, sell, service and retain their clients though customer care, loyalty programs, direct marketing and fulfillment. Its clients include those in the consumer products, financial, healthcare, insurance, manufacturing and telecommunications industries. To ensure high caliber, consistent service and meet compliance requirements in specific market segments, ACCENT invested in eQuality ContactStore Plus for its Trinidad-based customer contact center. The company purchased and deployed the solution through Norstan Communications, Inc., a strategic level partner in Witness Systems' Global Alliance Program network. A full-service communications solutions and services company, Norstan offers a range of integrated technologies for converged solutions and customer contact solutions.

"To meet our clients' quality and compliance needs, we invested in and implemented eQuality ContactStore Plus. The software enables us to support our clients with anytime access to captured customer interactions for first-hand feedback on what their customers are saying and patterns that are emerging," explained Kevin Donoho, director of network technology for ACCENT. "eQuality also allows us to have a dedicated focus on other key areas of performance, including first call resolution, customer satisfaction and revenue generation – all critical to supporting our clients' brands and business growth."

eQuality ContactStore Plus has helped bridge recording requirements for Blue Cross & Blue Shield of Rhode Island (BCBSRI), which covers more than 680,000 customers. While the insurance provider is required to capture calls for compliance purposes, the company also realized the need to ensure service level excellence through quality monitoring. "eQuality ContactStore Plus helps our organization fulfill both types of recording needs for our business," said Nicole Quindazzi, director of service center quality management and training for BCBSRI. "Our compliance needs are met by capturing 100 percent of the calls that come in, but we're also able to define rules to capture both voice and data for a random selection of calls we use for the coaching and training of our agents."

About eQuality ContactStore Plus
eQuality ContactStore Plus provides a single solution for capturing customer intelligence for both full-time and business-driven customer interaction recording. The solution, which enables recording and evaluation of up to 100 percent of customer interactions for both compliance and quality purposes, allows users to proactively organize and archive interactions into designated contact folders based on the business rules that they define for easy access and replay. As a result, all contacts being captured to meet compliance or sales verification requirements, as well as other important interactions that are collected and awaiting review, can be categorized based on each department's unique business drivers. For example, by simply defining a set of business rules, users can catalog a sample of contacts for a new marketing campaign to gauge its early success, or group together 100 percent of contacts from high value customers. Users might also decide to collect every successful sales transaction for verification purposes, while randomly gathering five percent of tenured agents' contacts for quality assurance and training purposes.

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. The browser-based eQuality ® software is comprised of compliance, high-volume and business-driven recording solutions for customer contact centers and IP telephony, as well as performance analysis and e-learning applications. The closed-loop suite enables companies to capture and retrieve, learn and train, and report and analyze customer interactions and back office transactions to develop staff, increase revenue, reduce costs, and achieve greater customer retention and loyalty. 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: Information in this release that involves Witness Systems' expectations, plans, intentions or strategies regarding the future are forward-looking statements that are not facts and involve a number of risks and uncertainties. They are identified by words such as "anticipates," "expects," "intends," "plans," "believes," "estimates," and similar expressions. These statements are based upon information available to Witness Systems as of the date of this release, and the company assumes no obligation to update any such forward-looking statement. Forward-looking statements believed true when made may ultimately prove to be incorrect. These statements are not guarantees of future performance and are subject to risks, uncertainties and other factors, some of which are beyond our control and may cause actual results to differ materially from our current expectations. Some of the factors that could cause actual future results to differ materially from current expectations include 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 and integrate 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 quarterly report on Form 10-Q for the period ending September 30, 2004, and any other reports filed from time to time with the Securities and Exchange Commission.

Witness, eQuality and the Witness logo are United States registered trademarks of Witness Systems, Inc., protected by laws of the U.S. and other countries. All other trademarks mentioned in this document are the property of their respective owners.