CommunityAmerica Credit Union to Strengthen Service to Members with Implementation of Fiserv CSCS.

Business Editors

PITTSBURGH--(BUSINESS WIRE)--July 6, 2000

Fiserv, Inc. (Nasdaq:FISV) announced today that CommunityAmerica Credit Union, one of the nation's largest community-based credit unions, is implementing the Fiserv Customer Service and Call-center Solution (CSCS(R)) as its enterprisewide member contact management solution.

"CommunityAmerica Credit Union is always looking for better ways to serve our members. With Fiserv CSCS as our enterprisewide CRM application, we will now have, at the point of contact, all the information needed to service our members more efficiently," said Rick Schier, Director of Contact Center Operations at CommunityAmerica Credit Union.

Fiserv CSCS is a comprehensive contact management, campaign management, target marketing and sales generation system that feeds a financial institution's service agents with important member information, critical handling instructions and a detailed record of previous contacts. CSCS is designed to ensure all contact points share the same information about a member.

In addition, the total integration of the CSCS system with the credit union's SUMMIT Spectrum(R) core processing system allows call center representatives to obtain convenient, real-time access to member and account profile information drawn from the SUMMIT Spectrum databases. When optional screen-pop capabilities are used, access to SUMMIT Spectrum data is immediately available upon picking up a call. Convenient, point-and-click access to popular SUMMIT Spectrum commands on the CSCS system screens and the automatic loading of known data further enhances call center productivity. SUMMIT Information Systems is a unit of Fiserv.

"Every day, executives in the financial services arena are confronted with new challenges requiring innovative, forward-thinking solutions. We are pleased to integrate the Fiserv CSCS capabilities within our system to meet the emerging call center requirements our clients seek," said Kevin Sparks, President of SUMMIT Information Systems. "Our partnership with the CSCS product team supports our strategic mission to integrate best-of-breed solutions within Spectrum so we may help our clients respond successfully to the ever-changing demands of the financial services industry."

With the CSCS system, CommunityAmerica Credit Union can consolidate member, account and product information with on-line instructions and records of previous contacts to prepare representatives for inbound calls, expedite issue resolution, ensure consistent service and increase cross sales.

"We are elated that CommunityAmerica Credit Union chose the Fiserv CSCS system to help configure its member relationships. The CSCS system is a strong offering that addresses the industry's need for movement from a transaction-processing to relationship-building environment," said Regis Rapp, Senior Vice President of Fiserv Customer Contact Solutions. "It allows an organization like CommunityAmerica Credit Union to make the most of a simple telephone call, sometimes the only contact a member may have with a credit union, and turn it into a relationship-building and cross-selling opportunity."

"The augmentation that Fiserv has to offer is most important. With the help of Fiserv, we will be able to utilize the full potential of the system in areas that we may not have considered," said Schier.

The CSCS system delivers advanced technology to help credit unions expand market share and achieve service and sales objectives. Powerful features deliver competitive advantages to credit unions by helping to:

      -   Build member loyalty

      -   Cross-sell services

      -   Increase member profitability

      -   Maintain a complete record of all member interaction

      -   Create and distribute customer correspondence and forms

      -   Track telemarketing results

      -   Improve workflow between departments

"By utilizing the CSCS system, we can move closer to a `one and done' resolution concept for the member contact center. At the point of contact, CommunityAmerica Credit Union associates will be able to point and click for product knowledge, transactions, member account information and member contact history. If the issue cannot be resolved at the point of contact, we will be able to use the workflow with activities to track issue resolution. The idea is to provide our associates with the tools they need to make their jobs easier and the ability to resolve the member's issue," said Jeff Kline, Executive Vice President of CommunityAmerica Credit Union.

CommunityAmerica Credit Union, a 110,000-member credit union with $940 million in assets, is one of the largest community-based credit unions in the United States. Its mission is to fulfill the financial needs of the Kansas City metropolitan area, which includes counties in Kansas and Missouri. In addition, CommunityAmerica Credit Union serves the employees, retirees and family members of several companies, including TWA and Yellow Freight Corporation and its subsidiaries.

SUMMIT Information Systems, a unit of Fiserv, is a leading provider of core technology solutions to many of the nation's top 50, top 100 and top 200 credit unions. Spectrum, the Summit IT solution, is based on an open architecture environment that readily allows integration of third-party advanced technology solutions with its core processing capabilities. The result is a robust, flexible system capable of delivering custom, advanced technology solutions that meet the unique requirements and preferences of credit unions. Summit serves more than 310 credit unions nationwide.

Fiserv, Inc. (Nasdaq: FISV) is an independent, full-service provider of integrated data processing and information management systems to the financial industry. As a leading technology resource, Fiserv serves approximately 10,000 financial services providers worldwide, including banks, brokers/dealers, credit unions, financial planners/investment advisors, insurance companies, mortgage banks and savings institutions. Headquartered in Brookfield, WI, Fiserv also can be found on the Internet at www.fiserv.com.