Witness Systems and Quintus Align to Help BusinessesOptimize Customer Relationships.

Business Editors/High-Tech Writers

eTelecare Implements Combined Software Suites to Monitor

Service Delivery and Ensure Superior Customer Service

Across Communications Channels

ATLANTA & FREMONT, Calif.--(BUSINESS WIRE)--Nov. 8, 2000

Witness

Systems, Inc. (Nasdaq:WITS), a leading provider of customer interaction recording, analysis and e-learning software that enables companies to optimize their customer interactions and relationships, and Quintus Corporation (Nasdaq:QNTS), a provider of industry leading contact center solutions for electronic customer relationship management (eCRM), today announced a strategic alliance in which the two companies are integrating their multimedia software suites to help businesses ensure quality customer service across all communications channels.

As companies evolve their call center operations into multi-channel contact centers, it has become increasingly important to evaluate how well customer sales/service representatives (CSRs) respond to customer needs through both verbal and written communications. The Quintus eContact(TM) Suite enables companies to deliver consistent sales, service and support through multiple channels, including the Internet, e-mail and telephone. To gauge the effectiveness of those interactions, Witness Systems' multimedia eQuality(TM) suite records and analyzes the consistency and quality of agent and customer communications. By uniting the eContact and eQuality suites, Quintus and Witness Systems offer companies proven solutions to monitor and develop CSRs' service delivery and ensure customer satisfaction as they move to Web-based sales, service and support.

Software Integration Key to eTelecare's Global Business and Growth

eTelecare International (www.etelecare.com; 877/375-0088), a leading provider of high quality customer service and sales to Fortune 500 and dot-com companies, is one company that has benefited from the joint Witness Systems and Quintus offering. By leveraging its unique business model, Monrovia, California-based eTelecare focuses on delivering dramatically higher quality service than typical service bureaus along with substantial savings to its customers. To help achieve these goals, eTelecare has worked with both Witness Systems and Quintus to implement a Web-enabled customer service solution focused on the quality of interactions between its CSRs and customers.

"At eTelecare, we are committed to ensuring customer satisfaction and recognize the competitive advantages that are attainable by investing in the right technology resources to enhance our agents' skills and performance," said Derek Holley, president of U.S. operations for eTelecare International. "We see the Quintus and Witness Systems integration bringing great sales and service capabilities to our outsourcing initiatives, especially since both technologies support telephone, as well as Web chat and e-mail customer service -- an important element in our global business model."

Of the integration itself Holley added, "With Quintus, we gain personalized multi-channel sales, service and support capabilities that allow us to better anticipate and meet customers' changing needs. To ensure that happens, we then rely on Witness Systems' ability to inspect service quality and consistency by establishing `business rules' that we've defined to record key interactions from within specified fields of Quintus' solution. By later reviewing and evaluating these interactions through a single reporting location, we can focus on performance by agent, topic or communications media to quickly refine our processes and training programs, while also verifying that our, as well as our customers', high standards are continually met."

The Quintus eContact Suite

The Quintus eContact Suite is a portfolio of integrated software products that provides a company with greater knowledge of its customers, resulting in increased sales opportunities and lower overall support costs. Quintus eContact provides powerful personalization, routing, management and reporting for every customer interaction across multiple communications channels, including the Internet, e-mail and telephone. Quintus eContact includes market-leading CRM applications, e-mail management, Web-based eService and computer telephony integration (CTI), all integrated within a scalable and flexible customer management environment. With Quintus eContact, companies can deliver consistently high levels of service at all points of contact -- whenever and however the customer demands.

The Witness Systems eQuality Suite

Evaluating e-mail and Web chat, as well as telephone-based communications from start to finish, enables contact center management teams to gauge how their customers want to be communicated with and how effective their processes and CSRs are in doing so. Through eQuality's "business-driven recording" functionality, management teams can automatically initiate recording of the customer interactions deemed most critical to their business objectives and operating performance -- such as service escalations, communications with key customers, and sales/support for a particular product. Recordings initiated by eQuality from within specified fields of Quintus' suite allows management to assess the quality and consistency of CSRs' customer interactions, as well as the ability to navigate their customer information system effectively and maximize the tools and technology resources available to them. By recording, evaluating and analyzing key contacts, managers can focus on continuous performance improvement by quickly identifying the unique training opportunities tied to Internet-based sales/service.

About Quintus Corporation

Quintus Corporation (Nasdaq:QNTS) provides a comprehensive electronic customer relationship management (eCRM) solution that enables companies to increase revenue potential by improving customer satisfaction and loyalty. A technology innovator, Quintus offers products that manage all customer interactions, such as customer orders, inquiries and service requests, and allow delivery of consistent customer service across multiple communications channels, including the Internet, e-mail and telephone. Quintus is based in Fremont, California with additional offices throughout North America, Europe and Asia. For more information, call 800/337-8941, e-mail sales@quintus.com or access the World Wide Web at www.quintus.com.

About Witness Systems, Inc.

Witness Systems, Inc. (Nasdaq:WITS) is a leading 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 or by calling 770/754-1900.

The statements contained in this press release that are not purely historical are forward-looking statements within the meaning of Section 21E of the Securities and Exchange Act of 1934, including statements regarding Quintus Corporation's or Witness Systems' respective expectations, beliefs, hopes, intentions or strategies regarding the future. Forward-looking statements include statements regarding product implementation schedules, product integration synergies and product performance. Quintus Corporation's actual results and the timing of certain events may differ significantly from the results discussed in the forward-looking statements due to a variety of factors including, among others, risks and uncertainties related to development, implementation and marketing of the integrated products and solutions. Statements made by Witness Systems reflect the company's best current judgment but are subject to risks that could cause a change in focus and direction. A discussion of certain risks that may cause actual results to differ from these forward-looking statements can be found on Witness Systems' Form 10-K filed on March 24, 2000 with the Securities and Exchange Commission and Quintus' periodic reports filed with the Securities and Exchange Commission.

Note to Editors: Quintus eContact is a trademark and Quintus is a registered trademark of Quintus Corporation. Witness Systems and eQuality are registered trademarks of Witness Systems, Inc.

All other trademarks mentioned in this document are the property of their respective owners.