38 Swedish Contact Centers Achieve Centralized Control with Pyderion's Unified Contact Center Metrics Solution and SYMON's Real-Time Reporting.

Business Editors, High-Tech Writers

MONTREAL & HOUSTON--(BUSINESS WIRE)--Aug. 8, 2000

Helps Telia Add Multimedia Communication for Customers

Telia has one of the largest call centers in Scandinavia. After research and testing, Telia has selected two integrated systems for contact database mining and reporting, and real-time traffic monitoring -- Pyderion and SYMON. The systems are under full implementation at Telia's 38 customer contact centers that currently employ more than 2,000 customer service representatives (CSRs). Telia chose Ara, Merkantildata's CTI group, to head this project.

Pyderion's eContact.Center Server (eCCS(TM)), located in Telia's Traffic Control Center, retrieves historical data from Telia's 32 Nortel call center systems every 30 minutes and stores it in an open MS SQL database. eCCS provides the Unified Contact Center Metrics necessary to feed Telia's Enterprise Information Systems and Blue Pumpkin's PrimeTime Enterprise workforce management software. eCCS and PrimeTime Enterprise together provide Telia's 38 contact centers with a single solution for reporting, forecasting, scheduling, and managing agents. Pyderion's Report Wizard simplifies integrated reporting and report distribution on the many metrics that define the Key Performance Indicators Telia uses to manage their contact centers. The Report Wizard helps Telia to efficiently provide the centralized control over their de-centralized environment to improve customer service across their call centers.

SYMON Communications, Inc.'s SYMON2000(TM) software system monitors call traffic data from all of Telia's distributed call centers and provides real-time information to Telia's Traffic Control Center. A single SYMON2000 server monitors 32 Nortel Meridian MAX systems located around the country. The SYMON server is connected to each MAX ACD via a Telnet connection using MTE, for greater speed, bandwidth and reliability than would have been possible with prior-generation serial connections. Network management personnel have also deployed SYMON's DeskView(TM), which provides real-time screen pops, so that the status of all 32 centers can be viewed by each operator at their own workstation. This makes it possible to keep track of system performance and any potential failures with a minimal effort in terms of manpower and hardware. DeskView also pops up text alerts on their workstations along with optional alert tones to ensure that important events are not missed. The SYMON system provides real-time information to ensure both efficient resource utilization and customer service.

Telia is very pleased with the implementation of Pyderion's and SYMON's software applications as they have optimized their complex multi-site contact centers and improved the level of customer service. By integrating the real-time data monitoring (SYMON), historical reporting and storage tools (Pyderion), Telia can provide its clients optimal service regardless of the media interaction. Telia can align their corporate business strategies with their customer interaction centers and be a leader in their industry.

About Telia

Telia is the leading Scandinavian Internet and communication company challenging technology to liberate customers in life and business. In 1999, Telia's sales totaled SEK 52,121 million and the number of employees was approximately 30,600. Telia is quoted on the A-list of the Stockholm Stock Exchange.

About Pyderion Contact Technologies, Inc.

Pyderion is a leading provider of eContact.Center management software that provides centralized control over a de-centralized call center environment. The eContact.Center Server (eCCS) supports multiple PBXs, IP.PBX, Web Call Centers, Quality Call Monitoring and Workforce Management systems to provide companies with the Key Performance Indicators they choose to manage their business. Pyderion develops next generation web-enabled open software and wireless applications that manage the enterprise eCommerce Contact Centers across multi-vendor, multi-location, multimedia contacts.

About SYMON Communications, Inc.

SYMON Communications, Inc. is the leading provider of real-time visual messaging and alerting systems for call centers, help desks, network control centers, data centers and more. By monitoring ACDs, IVRs, trunk lines, call tracking systems, client/server platforms, host systems, LANs, network links and problem management systems, SYMON automatically and intelligently delivers critical alerts. SYMON's scalable, integratable, network-centric architecture allows monitoring of practically any platform or system, and output to the widest variety of color LED displays, panels, Windows workstations, pagers, VGA devices, Intranet/Internet pages and more.