BT Launches Intelligent Call Routing Service Using GeoTel Technology; Solution Now Commercially Available to BT's Largest Corporate Customers.

LOWELL, Mass.--(BUSINESS WIRE)--Oct. 20, 1998--GeoTel Communications Corporation (NASDAQ:GEOC), a leading provider of customer-interaction software solutions for mission-critical call center applications, today announced that BT (British Telecommunications, plc) has launched an addition to its commercial Telemarketing service portfolio based on GeoTel's Network Intelligent CallRouter(tm) (Network ICR) software. The Network ICR is being demonstrated today in London at Voice+ Europe in booth # 712.

This introduction is the culmination of an exhaustive series of laboratory tests and real-world deployments which certified Network ICR call-center features, high-volume traffic handling, network management capabilities, and general ease of deployment in the BT carrier environment. In addition, and in order to comply with U.K. regulatory standards, the Network ICR underwent six months of pilot deployment in BT's internal call centers and was deployed by several of BT's largest corporate customers.

"The Intelligent Call Router is a new generation of network technology that brings us closer to our customers, while retaining the level of service and reliability that we have always maintained at BT," said Andy Bryant, BT's Project Manager for the Intelligent Call Router project.

The Network ICR is a flexible, open platform that capitalizes on the inherent capabilities of individual networks, enabling each carrier deploying the product to offer its customers the most extensive, robust set of enhanced services its network can support. BT's customers can now connect their individual ACD systems to the BT network in order to benefit from enterprise-wide call routing and reporting that is complete with real-time graphical control of network-based features.

With the Intelligent Call Router service, BT has harnessed the features of its Intelligent Network to meet the needs of its call center customers.

Each call to a customer's call center enterprise is analyzed by the network and routed to the best-available agent to handle that transaction. Further, customers receive graphical workstation terminals that provide immediate real-time control and reporting on network services via high-speed connections into the BT network. The service is unique in its integration with the customer's ACD equipment and in the level of customer control it provides.

"BT's pilot customers have been delighted with both the routing control and real-time reporting features of the intelligent call routing service," said John Smith, BT Product Manager for the Intelligent Call Router. "We are already working to bring on several other major customers now that the service has been officially launched. We are also well along with GeoTel on the next generation of services BT plans to deploy as part of our comprehensive intelligent call routing platform."

"The delivery of the Network ICR as part of BT's operational infrastructure provides a tremendous endorsement for the GeoTel product family," said Pat Kelly, vice president of international carrier sales, GeoTel Communications Corporation. "The combination of our software's comprehensive customer-interaction features and the unique capabilities inherent in the BT network gives their customers a compelling, best-in-class, enterprise call distribution and computer telephony integration solution that greatly enhances the level of service BT can provide. In addition, we view our relationship with BT, one of the world's leading telecommunications companies, as a key component in GeoTel's strategic global initiative to provide companies with true network-to-desktop enterprise call routing and computer telephony integration."

About BT

BT is one of the world's leading providers of telecommunications services. With a market capitalisation of about 45 billion pounds sterling, it is one of the largest private sector companies in Europe. Its principal activity is the supply of local, long distance and international telecommunications services and equipment in the U.K., serving 27 million exchange lines. International direct-dialled telephone service is available to more than 200 countries and other overseas territories - covering 99 per cent of the world's 800 million telephones.

BT is expanding its presence overseas rapidly and has operations in more than 30 countries worldwide, with joint ventures in the Republic of Ireland, France, Switzerland, Spain, Germany, Italy, the Netherlands, Sweden, New Zealand, Japan, Singapore, Malaysia and India. BT also owns Concert Communications, a US$1 billion company offering global services for multi-national companies; today the Concert network has 6,000 access points around the world and provides managed voice, data and Internet services to 3,900 customers with centres in more than 800 cities in 50 countries.

In July 1998, BT announced the formation of a US$10 billion global venture combining its trans-border assets and operations with those of AT&T and developing an intelligent Internet Protocol (IP)-based network which will support services such as global electronic commerce, global call centres and new Intranet based solutions.

In the last financial year (1997-98), BT's turnover was 15,640m pounds sterling with a pre-tax profit of 3,219m pounds sterling.

About GeoTel Communications

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 customers include some of the world's largest users of telecommunications and technology services. The Company's software is distributed via a direct sales organization with offices throughout the U.S., Europe and Asia-Pacific, and through selected business partners. GeoTel product and Company information is located on the World Wide Web at http://www.geotel.com.

GEOTEL, Intelligent CallRouter, Pre-Routing and Post-Routing are trademarks of GEOTEL Communications Corporation registered in the United States Patent and Trademark Office. Network Intelligent CallRouter, Site ICR, GEOTEL stylized logos and all product names in the GEOTEL product family are trademarks of GEOTEL Communications Corporation. All other company and product names are trademarks or registered trademarks of their respective holders. The information in this document is subject to change without notice.

Statements in this press release that are not based on historical information may be considered forward-looking statements that involve risks and uncertainties. The Company's actual results may differ materially from the results discussed in these forward-looking statements. Factors that could cause or contribute to such differences include, without limitation, changes in the market, new products and announcements from other companies, changes in technology, and the impact of competitive products and pricing. Additional information on the factors that could affect the Company's financial results is included in the Company's amended 1997 Form 10-K which is filed with the Securities and Exchange Commission.