AFFINA Implements NextPage Technology to Enhance Knowledge Access for Its Contact Center Services.

Business Editors/High-Tech Writers

LEHI, Utah--(BUSINESS WIRE)--June 17, 2002

Premier Customer Relationship Company Uses NextPage's NXT(TM) 3

to Provide Customer Service Representatives Access to Accurate

Information to Decrease Call Center Response Times

NextPage Inc., the leader in Cross-enterprise Content Applications, Monday announced that AFFINA, The Customer Relationship Company, has implemented NextPage's NXT 3 Platform to support its contact center services.

The company uses NXT 3 to provide customer service representatives improved knowledge access so these representatives can answer customer questions faster and more accurately.

AFFINA answers customer calls on behalf of about 100 of the world's most widely known and successful companies. Clients rely on AFFINA as their strategic marketing partner to provide a suite of customer interaction solutions, including: contact center, mail/fulfillment, data mining/customer analytics, and customer interaction consulting.

"NXT 3 provides our representatives with an efficient way to manage, navigate and access our clients' customer service information," said Tom Asp, vice president of information technology at AFFINA.

"The solution enables our customer service representatives to address customer inquiries more effectively and ensures our clients that the information our representatives are viewing is consistent and up to date. Because of NextPage's distributed architecture, our clients are able to participate in the updating process, resulting in strengthened relationships with them."

NextPage(R) technology enables Enterprise Content Networks -- networks of distributed servers, which often reside in different locations, connected in a unified manner. Knowledge workers can access current and accurate information in real time from these distributed servers as if all of the information resides on their desktops.

With NXT 3, AFFINA can connect their clients into the Content Network, allowing clients the ability to securely access and modify customer service information located both at AFFINA's servers and the clients' servers, ensuring the client that the most up-to-date information is accessed by customer service representatives.

Prior to the NXT 3 implementation, clients e-mailed an AFFINA account management employee with updated information and the AFFINA employee entered the update into the system. Now, the client enters updates directly into the network through a Web-based interface, improving the efficiency of the process and ensuring accuracy of updates.

Because customer service representatives access information in NXT 3 in real time, once an update is made to the content, it is immediately available to users. In addition, NXT 3 can connect information in different formats, such as Microsoft Office, HTML, XML and Adobe PDF, into the system.

"NextPage technology improves efficiency, because it delivers real time access to distributed, business-critical information," said Bill Wesemann, chief executive officer of NextPage. "Our solutions prove that better access to knowledge assets improves company operations and enhances customer service."

Through the balance of this year, AFFINA will transfer its client accounts onto the new system. With NXT 3, AFFINA provides customer service to large companies in industries serving consumer products and services, packaged goods, consumer electronics and telecommunications industries.

About NextPage

NextPage brings new levels of efficiency and effectiveness to distributed business environments by enabling cross-enterprise teams to complete projects and access content across organizational boundaries.

Large distributed enterprises rely on the NextPage family of cross-enterprise content applications to help them streamline knowledge-intensive interactions, strengthen strategic relationships and minimize risk.

With NextPage, companies can overcome the geographic, organizational and political barriers that exist between customers, suppliers, partners and departments, bringing new levels of profitability to their businesses.

Companies such as AFFINA, Deloitte & Touche, Chubb Group of Insurance Cos., KPMG and ABN AMRO Bank rely on NextPage to help them access distributed content across their extended enterprises. Visit www.nextpage.com, or call 800/NEXTPAGE or 801/768-7500 for more information.

About AFFINA

AFFINA partners with Fortune 1000 companies and government agencies to provide a comprehensive suite of customer interaction solutions that include contact center, mail/fulfillment, data mining/customer analytics, and customer interaction consulting.

The 30-year-old company employs more than 1,800 people nationwide plus Canada and serves clients in the consumer electronics and office automation, consumer products and services, packaged goods, government, healthcare, transportation and power, and telecommunications industries. For more information about AFFINA, call 877/4AFFINA or e-mail [e-mail].

NextPage is a registered trademark, and NXT and NextPage Matrix are trademarks of NextPage Inc. All other names are used for identification purposes only and may be trademarks of their respective owners.