ADAPT Software Applications and Electronic Systems Professionals Offer ``Total CRM'' by Bridging CRM and CTI Technologies.

Business Editors/High-Tech Writers

IRVINE, Calif.--(BUSINESS WIRE)--May 6, 2003

ADAPT Software Applications, Inc., a developer of CRM software, has announced ADAPTcti, an enterprise information "expediter" that enables a company and their customers uninhibited access to critical data while maintaining service, sales and marketing presence on a 24x7 basis. Until now, this type of automated functionality has been piecemeal and unaffordable for small- to mid-sized businesses.

ADAPTcti is a completely integrated, pre-built CRM (Customer Relationship Management) and CTI (Computer Telephony Integration) solution that bridges a phone system with customer and accounting databases, providing intelligent call distribution, outgoing call facilitation, automated help desk and similar type customer-centric functionality. "ADAPTcti acts as a conductor, orchestrating the flow of a company's information," according to co-developer Jason Barnett of Electronic Systems Professionals, Inc. "Because the information from typically disconnected systems now works in harmony, we achieve a load balance of human resources to customer demand."

ADAPTcti (ADAPT Computer Telephony Integration) intercepts incoming calls, scans the ADAPTcrm database and automatically routes the call to the service representative with the open service ticket. Alternatively, if no open service ticket is found, ADAPTcti offers the choice of several service facilitating alternatives: Routing of calls to assigned sales reps; Automatic forwarding to a cell-phone, pager or voicemail; Automatic forwarding to sales manager of record; or Presentation of a self-help menu that provides access to critical data. Intelligent routing eliminates the typical backlog of calls placed on hold at the reception desk while electronically notifying the recipient that a call is being passed through. Moreover, when a call is transferred to a service representative, a screen automatically "pops up," enabling the representative to open the account record at the click of a button.

Commensurately, ADAPTcti speeds the placement of outgoing calls, permitting sales representatives to dial directly from the desktop by clicking on the phone icon on the ADAPTcrm screen.

When customer communications are conducted via voice mail or faxed documents, ADAPTcti automatically attaches incoming voice mails as WAV files and faxes as JPG files to the appropriate customer record. Additionally, an ADAPTcrm process can then notify a user - whether inside or outside the office - that a voice mail or fax was received with an option to reply.

ADAPTcti can also provide customers with answers to common questions by enabling queries to be conducted against the ADAPTcrm Knowledge Base from a cellular or land line. In addition, customers can submit "trouble" tickets anytime from anywhere knowing that an on-call service representative will be contacted immediately to provide support assistance.

When representatives are not logged into the system, the ADAPTcti Personal Assistant can communicate important activities, e.g., urgent calls, appointment reminders, new prospects added, opportunity status changes, and so forth, directly to the representatives regardless of their whereabouts. For customers wishing to place orders without waiting for the next available agent, the Order Assistant will even process the transaction, record an activity in the customer's account record and post the order into the accounting system, in effect, enabling customers to place orders on a 24/7 basis.

ADAPTcti automatically notifies customers of their order status, back orders, the shipping date and tracking number via text to voice speech, email or fax, thus eliminating assumptions, enhancing customer service and keeping the sales staff focused on selling instead of responding to non-sales related questions. In addition, custom notifications can be easily set up to provide information on any topic.

Furthermore, the ADAPTcti offers an automated collections feature that can be configured to run automatically or in a batch mode. The collections system evaluates customer accounting records for the amount and duration of past due purchases and places an appropriately tempered "collections" call. The system provides options for the caller to enter a credit card number to clear the account or to be transferred to a live A/R (accounts receivable) agent. This automated collections feature can be configured to run automatically or in a batch mode operation.

Other features of ADAPTcti include the ability to: Make ADAPTcrm database queries from a remote cellular or land line; Dial a phone number or send a fax at the push of a button from an ADAPTcrm account record; and Respond automatically to database events via a "fax-on-demand" auto responder.

According to Marc Wolfe, ADAPT Software vice president of marketing, "ADAPTcti takes CRM to a whole new level. By doing this, we're leveling the playing field for smaller businesses by giving them at an affordable price the same technology that Fortune 500 companies spend a 'fortune' to acquire."

Established in 1993, ADAPT Software Applications is a leading provider of fully integrated, front-to-back-office CRM solutions for small- to medium-sized businesses. ADAPTcrm software combines collaboration, executive management, marketing, sales, service, fulfillment and ERP integration in a single, enterprise CRM solution.

The core competency of ADAPT Software Applications, Inc., lies in client/server and web-based rapid application development with expertise in front-to-back office integration, as well as various platforms, operating systems and database management systems.

Electronic Systems Professionals, Inc. (ESP) is an ADAPTcrm Authorized Reseller and Development Partner. Founded in 1993, ESP is built upon a solid foundation as a convergence technology developer providing network infrastructure and support. The company maintains expertise in business automation and CRM solution development and deployment.

Visit ADAPT Software Applications at: www.adaptcrm.com or Electronic Systems Professionals at: www.esponline-inc.com.

For information, call Marc Wolfe, ADAPT Software Applications, [phone].