Arrowhead credit union

Business Editors/High-Tech Writers

Call Center Demo & Conference 2003

Booth #E7

ORLANDO, Fla. & ATLANTA--(BUSINESS WIRE)--May 9, 2003

California Credit Union Joins Growing Number of Companies Taking

Advantage of Specially Bundled Mid-Market Offering for

Customer Interaction Recording and Performance Evaluation

Witness Systems (NASDAQ: WITS), a leading global provider of performance optimization software and services, today announced that Arrowhead Credit Union has deployed its eQuality(R) "Express" offering at the company's contact center in San Bernardino, Calif.

Other Witness Systems customers from a variety of industries are already benefiting from this offering, including Saab Cars USA and Zomax Incorporated.

The Witness Systems "Express" offering is comprised of the eQuality Balance voice/data customer interaction recording solution and eQuality Evaluation performance reporting software, bundled together with hardware, remote installation and training. Express provides companies with small- and mid-sized contact centers with a cost-effective solution for capturing customer intelligence and optimizing workforce performance to help ensure consistent, quality service, as well as promote staff development and process improvements.

Arrowhead Credit Union implemented the eQuality Express offering to capture customer interactions and evaluate the performance of its customer sales/service representatives (CSRs). The company's contact center employs 37 CSRs, who are responsible for handling calls from credit union members regarding their accounts and other financial services, including a variety of loan products, insurance, certificates of deposit (CDs) and investments.

"We invested in eQuality to further demonstrate our commitment to excellent member service," said Ellen Lines, call center manager for Arrowhead Credit Union. "We pride ourselves on being trusted financial advisors, so we have to ensure that we provide accurate information to our members. With the Express offering, we can perform a complete quality assessment to ensure that our agents meet or exceed our members' needs and expectations."

In addition to customer service enhancements, Arrowhead Credit Union also anticipates making process improvements in the areas of training and operations, including expanding quality monitoring to e-mail and Web chat interactions. "We're excited about our partnership with Witness Systems and expect to experience a rapid return on our investment in the eQuality Express offering."

"The mid-market is an important area of focus for us, and we're seeing this program gain momentum," said Nancy Treaster, senior vice president of global marketing for Witness Systems. "With Express, companies with small- and mid-sized contact centers can achieve the same benefits - such as reduced costs, increased revenue and high customer satisfaction - that larger contact centers have seen by implementing our customer interaction and performance analysis solutions."

About Arrowhead Credit Union

Arrowhead Credit Union was established in 1949 and serves over 129,000 members in the Inland Empire. Arrowhead has over $670 million in assets and 19 branches located in Riverside and San Bernardino Counties. Arrowhead Credit Union is committed to providing members with the ultimate financial experience through premier member service, convenient branch locations, and a variety of low-cost products and services to meet the financial needs of every member. The Arrowhead family is made up of Arrowhead Credit Union, Arrowhead Trust Incorporated, Arrowhead Financial Group and CU Insurance Services.

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.

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.