AT&T Offers Call Centers Enhanced, Network-Based Routing.

BASKING RIDGE, N.J.--(BUSINESS WIRE)--April 30, 1998--AT&T today announced next-generation call routing capabilities that enable companies to create virtual call centers through network-based technology.

AT&T Solutions' call center practice-Multimedia Call Center Solutions-will install and maintain AT&T Resource Manager for companies that want to monitor and route voice traffic among multiple call centers or at a single center based on real-time caller and call center information.

AT&T Resource Manager will be built upon the Intelligent CallRouter(R) software from GeoTel Communications Corporation of Lowell, Mass. The software will be installed by AT&T, which will support the service from its world-class customer service facility in Denver, Colo., to assure customers a high degree of reliability and control.

AT&T Resource Manager routes calls dynamically based on specific information entered by callers, such as their account numbers, enabling companies to provide their customers personalized levels of service. The caller's information is collected by a complementary AT&T offering, Intelligent Call Processing service, which interacts with AT&T Resource Manager.

The combination of AT&T Resource Manager and the Intelligent Call Processing service will enable companies to:

-- Segment calls based on real-time knowledge of agent

skill and availability;

-- Handle more calls at their call centers without

additional personnel;

-- Improve customer satisfaction, because calls are

processed and routed more rapidly, and

-- Free resources to support more complex sales 

transactions.

By combining the two network-based capabilities, AT&T Solutions delivers the single point of contact that companies have requested for their advanced call routing needs.

"AT&T Resource Manager responds to the needs of today's businesses for customer segmentation, resource balancing and computer-telephony integration, all of which support more personalized customer sales and service. Because it is a network-based service, companies can route calls to the most appropriate call center location or agent the first time, which helps improve customer satisfaction," said Deborah Ingram, managing partner of AT&T Solutions' multimedia call center practice.

"We are pleased that AT&T has selected the Intelligent CallRouter(R) product family as the basis for AT&T Resource Manager," said GeoTel President and CEO John C. Thibault. "AT&T Resource Manager leverages the innovation and expertise of both companies to deliver an unprecedented level of call center capabilities to customers."

Customers of AT&T Resource Manager, which replaces AT&T Call Center Transaction Manager, will have access to new features and capabilities, including computer-telephony integration, management reporting and interfaces to multiple carriers.

AT&T Solutions plans to integrate AT&T Resource Manager with its Interactive Voice Services platforms to provide additional options for answering and routing calls.

AT&T Solutions' multimedia call center practice has formed an alliance program to work with suppliers, such as GeoTel, to provide broad, best-in-class technology solutions that help transform call centers from cost centers to strategic assets. AT&T Solutions expects to announce other members of its alliance program later this year.

AT&T Solutions, through its outsourcing, networking integration and multimedia call center practices, provides linked professional service and seamless solutions that maximize the competitive advantage of networking-based electronic commerce applications.

The unit provides clients with customized information technology solutions using state-of-the-art tools to operate and manage voice, data, video and internet / intranet services, including local and wide area networks, PABXs, voice-processing systems and voice and data terminals. AT&T Solutions can be reached on the web at http://www.att.com/solutions

GeoTel Communications Corporation (NASDAQ: GEOC), with headquarters in Lowell, Mass., is a leading global provider of customer-interaction software solutions for mission-critical call center applications. The company's full-featured Computer-Telephony Integration (CTI) products create an enterprise-wide, customer-interaction platform by integrating multi-vendor networks, automatic call distributors, voice response systems, databases, desktop applications and other resources. Solutions are provided for single-site, multi-site and network service provider deployments. GeoTel product and company information is located on the World Wide Web at http://www.geotel.com. -0-

Intelligent CallRouter(R) is a registered trademark of GeoTel Communications Corporation.

CONTACT: AT&T GeoTel Communications Corp.

Jim Byrnes  Nancy Pieretti

[phone] (office) [phone] (phone)

[phone] (home) [e-mail]

[e-mail]