Braun Consulting Joins Forces With Xchange to Deliver Personalized, Multi-Channel eCRM Solutions.

Business Editors

NCDM 

Las Vegas Booths No. 106 and No. 301

CHICAGO and BOSTON--(BUSINESS WIRE)--July 31, 2000

Braun to develop Clarify interface for Xchange Real Time, Xchange's solution for cross-channel synchronization of customer data

Braun Consulting, Inc. (Nasdaq: BRNC) and Xchange Applications, Inc. (Nasdaq:EXAP) today announced a strategic alliance to help clients optimize their customer relationships through the delivery of personalized, multi-channel customer relationship management (eCRM) solutions. Combining Braun's proven customer management experience and strategies with Xchange's scaleable eCRM solutions delivers a powerful solution to the marketplace - one that helps to eliminate the barriers between electronic and traditional channels, enable seamless, personalized customer experiences; and help organizations be customer-centric in a way that supports profitability, growth and a high return on their investments.

In addition, Braun Consulting will extend the power of Xchange Real Time(TM), Xchange's flagship eCRM product which facilitates cross-channel synchronization of customer information. Leveraging its expertise in Clarify, Braun Consulting will co-develop the interfaces required to join Xchange Real Time with customer-facing applications from Clarify. Xchange will publicly demonstrate Xchange Real Time, which shipped in June to two of the world's top ten banks, at the NCDM trade show this week in Las Vegas, Nevada.

"Xchange Real Time provides the industry's most comprehensive, integrated solution for eCRM, helping companies to optimize the value of each and every customer relationship through interactive, personalized communications coordinated across all touchpoints," said Larry Goldman, vice president, Customer Solutions, Braun Consulting. "With Xchange Real Time, customer interactions are better informed and more consistent, enabling clients to stage more meaningful customer experiences and build better customer relationships. Xchange Real Time is a vital addition to our solutions platforms and reinforces that we are serious about delivering next generation solutions to help our clients build customer loyalty."

Xchange and Braun believe that requirements for next-generation eCRM are: the ability to drive customer data and analysis into actionable knowledge, a single view of the customer, real-time personalization and coordinated interactions across every touchpoint. Together, Braun Consulting and Xchange will deliver solutions that help take eCRM to the next level; solutions that leverage existing investments in business intelligence and eCRM to help companies extend and integrate eCRM efforts across their call centers, sales organizations, the Internet and other "touchpoints" to enable personalized, real-time customer interactions.

Xchange Real Time is the only eCRM solution that provides a conduit for rapid two-way dialogue between companies and customers, and serves as a bridge for cross-channel, enterprise integration. By synchronizing historical information with customer interaction data, Xchange Real Time can dynamically determine the optimal next course of action. It can, for instance, notify a call center representative that a high-value customer expressed interest in a product at the Web site that day, and provide a history of interactions and preferences to the CSR for a highly targeted and personalized response. The end result is the ability to more rapidly and effectively understand customer preferences, and ultimately increase revenues through efficiency.

Andy Frawley, CEO of Xchange, explained that Xchange Real Time has enjoyed a very positive reception from prospects, customers and analysts. "We believe that Xchange Real Time fills a great need in the market," said Frawley. "The Internet has increased the speed with which businesses need to respond to customers and Xchange Real Time gives businesses the instantaneous ability to coordinate their channels with the optimal course of action to strengthen the customer relationship and earn the most business. Applying Braun's proven experience and strategies to Xchange Real Time greatly enhances the product and increases the market to which it can be delivered," added Frawley.

Braun Consulting is also developing a standard Clarify adapter for Xchange Real Time, a software product or "touchpoint application" that will enable Clarify to be plugged-in to Xchange Real Time's open environment with greater ease. As a result Clarify users will be able to gain a complete view of customer activity across all touchpoints - in the store, on the phone, online or via wireless devices - and coordinate personalized messaging and recommendations across these touchpoints.

"Many clients need a roadmap for aligning front-end and back-office data, processes and systems-all with the aim of providing the most positive, personalized customer experience possible," said Goldman. "Braun Consulting and Xchange know the value of first, developing a strong customer-focused strategy and then implementing the right solution that integrates an entire organization's critical customer information into a single view-and establishes a true one-to-one relationship based on a deep understanding of the customer."

About Xchange

Xchange, Inc. helps companies earn a greater share of their customers' business through relevant, personalized customer communications. Xchange provides the only eCRM software and services solution that enables clients to customize offers based on profile information, synchronize offers across all customer channels in real-time and track the responses. As a result, companies can improve their ability to acquire and retain customers and make customer relationships more profitable. Approximately 250 of the world's most innovative companies, including Citigroup, DaimlerChrysler, drugstore.com and Vodafone are using Xchange's solutions to drive personalized communications to one billion consumers and businesses around the globe. Xchange is based in Boston with offices in Burlington, Dallas, Denver, Seattle, Johannesburg, London,Munich, Sydney and Tokyo. For information, visit www.xchange.com.

About Braun Consulting, Inc.

Braun Consulting, Inc. (Nasdaq: BRNC) is a leading Internet professional services firm focused on delivering customer-driven business solutions to Fortune 1000 and mid-market companies. Braun Consulting combines cutting-edge business intelligence and CRM/eCRM technologies with business strategy to help clients build customer loyalty in the Internet economy. By creating the necessary connection between technology and strategy, Braun builds effective business solutions that help clients drive business performance and cultivate long-term relationships with their most valuable customers. Founded in 1993, Chicago-based Braun Consulting has 11 offices throughout the U.S., including Boston, Dallas and Denver. Braun Consulting maintains strategic alliances with top developers of enterprise applications, including Clarify, BEA Systems, Microsoft, Oracle, Sun Microsystems, Business Objects, Hyperion, NetGenesis and others. Additional information about Braun Consulting is available at www.braunconsult.com.

Xchange, Xchange Dialogue, Xchange Optimizer, Xchange Real Time and Xchange Solution Services are trademarks of Exchange Applications, Inc. All other trademarks contained herein are the property of their respective owners.