BT.com Personalizes Its Web Offering Using BroadVision Applications.

Business Editors/High Tech Writers

REDWOOD CITY, Calif.--(BUSINESS WIRE)--August 16, 2000

BT has selected BroadVision(R), Inc. (NASDAQ: BVSN), a leading worldwide supplier of personalized e-business applications, to rationalize its vast Internet offering, the aim was to boost customer sales, make customer service more cost-effective and increase customer satisfaction. The success of this policy is demonstrated by the fact that BT.com has since registered 700,000 users who use the site to view and pay their bills, set up Friends and Family Plans, and accesses a wide range of other services. Additionally a significant amount (60 percent) of all SurfTime registrations is coming via the Website.

"BroadVision has proven itself as an active partner with true market vision, and is instrumental in helping us shape our thinking about how to apply strategic online one-to-one personalized marketing techniques," said John O'Rourke, BT.com's Head of Operations (Electronic Channels). "It is way ahead of the other eight vendors that we closely examined over a six month evaluation period; moreover, it is pivotal to our Web strategy, which further establishes our presence as a truly global e-business."

The two companies continue to work together on the integration of more of BT's business using BroadVision applications. A high level of personalization is being introduced across all channels including BT call centers, BT Cellnet's e-shop and mobile WAP-enabled and digital television services.

BT Marketing Director Huw Williams said, "BT.com is the online manifestation of BT, enabling customers to contact us through the Web with requests that would previously have come to us via the phone - your own personalized billing, charge discount schemes like Friends and Family. In fact, the whole tailored proposition of packages, products and services is successfully facilitated on the BroadVision platform."

The implementation was, and is, a unique undertaking, given the scale and complex nature of the project. BroadVision worked closely with BT to ensure the applications were installed quickly - the first phase was completed in only three months. BT continues to make a significant financial investment in BroadVision with senior consultants working alongside the BT team, project managers and designers at BT.com's headquarters in the UK.

"Before we implemented the new system from BroadVision we operated some 160 sites all using a range of different applications. This made it very difficult to co-ordinate a cohesive workable model. Working with BroadVision, we have already reduced the number of sites by around 20 percent and we are looking to make a total reduction of 80 per cent over the next twelve months," O'Rourke added.

The BroadVision platform enables BT business and marketing managers to rapidly and effectively manage content and business 'rules' without requiring IT resources. This allows real-time changes to content without specialist expertise, allowing a more flexible and cost efficient system, whilst ensuring BT.com's customers are kept up to date.

"BT was looking for a partner that could deliver and implement a world-class, e-commerce offering that could cover all the bases of content, commerce and user communities," said Mark Hughes, managing director of BroadVision (UK). "In addition to being one of our most important customers in Europe, it is very encouraging that as a result BT is quickly becoming a very important channel to market for us also."

The ability to demonstrate full e-commerce capabilities is one that has benefited BT, said O'Rourke, "By creating more cross-selling opportunities from matching products to customers' needs on the online shop we have been able to gain further competitive advantage. By providing BT with more accurate customer information, BroadVision has given BT the ability to increase customer retention and loyalty, something that is equally important."

As well as building on the content provision already on the site, an important factor in the choice of BroadVision is its ability to seamlessly integrate BT.com with other BT operations. Each customer contacting BT can now receive the same level of service, regardless of how they contact BT. For example, if they telephone a BT call center, the person handling their query will be aware of their profile and their last Web transaction. Less time is spent on gathering information and more time on tackling the customer's issue.

"We are delighted with BroadVision. The integration team proved to be proactive, committed and motivated, and the system itself is very robust and efficient. BroadVision has more than fulfilled its promises and continues to deliver exceptional service," O'Rourke concluded.

About BroadVision

BroadVision (NASDAQ: BVSN, Neuer Markt: BDN) develops and delivers an integrated suite of packaged applications for conducting e-commerce interactions and transactions. Global enterprises and government entities use these applications to sell, buy and exchange information over the web and on wireless devices. The BroadVision e-commerce application suite enables a corporation to become more competitive and profitable by establishing and sustaining high-yield relationships with customers, suppliers and employees. BroadVision services professionals, supported by over 100 partner organizations worldwide, transform these applications into business value for our customers through consulting, education, and support services in more than 34 countries.

BroadVision--founded in 1993, public since 1996, profitable since 1998--has over 1,000 customers. IDC ranks BroadVision as the world's leading provider of e-commerce software applications (International Data Corp., E-Commerce Software Applications Market Forecast and Analysis, 2000-2004). BroadVision is headquartered in Redwood City, California and can be reached at 650.261.5100 or [e-mail].

Note to Editors: BroadVision is a registered trademark and BroadVision One-To-One is a trademark of BroadVision, Inc. in the United States and other countries. Other names herein may be the property of their respective owners.