Comverse Infosys Announces New Analytical Tools Providing Business Intelligence For Contact Centers.

Business Editors/High Tech Writers

WOODBURY, N.Y.--(BUSINESS WIRE)--Feb. 9, 2000

Voice, E-Mail, Web And Fax Recordings Added To CRM 

Comverse Infosys, Inc., a subsidiary of Comverse Technology, Inc. (NASDAQ: CMVT) and a global leader in digital recording technology and market leader in providing Intelligent Recording(TM) solutions for contact centers, announced today new analytical tools for extracting business intelligence from recorded calls.

These unique tools consist of the Customer Xperience Suite(TM) and OpenStorage Portal(TM).

The Customer Xperience Suite (CXS) is a set of applications aimed at assessing and analyzing the customer experience within contact centers. CXS gives contact centers the ability to record customer interactions and automatically analyze customer preferences, needs, strategic direction, and overall satisfaction. The result is strategic reporting that will assist companies in better managing their most-valued assets, their customer base, while providing the business intelligence from which various departments within the enterprise can plan their account strategy in a more informed and effective manner.

CXS is a package of server-based software applications that will analyze the recordings of customer interactions and provide summary analysis that can be used to better understand customer buying habits, preferences, and the events that may affect them. In addition to the analysis, the CXS provides instant access to any recording (voice, e-mail, Web, or fax) anywhere in the CRM (Customer Relationship Management) database to anyone who needs access throughout the enterprise. Such data will now be available to sales, account management, marketing, service and top executives. The effect is to take critical customer information that was hitherto in the domain of the call center and open it up to the entire enterprise.

CXS works with OpenStorage Portal(TM) (OSP), Comverse's unique conversion technology that transforms proprietary recordings to standard file format so they can be deposited in leading CRM databases. The first-of-its-kind conversion technology, OSP utilizes high compression and streaming over the Internet/Intranet. Both applications run on ULTRA(TM), Comverse's flagship recording solution that runs multiple multimedia contact center applications on a single platform.

&uot;Our Customer Xperience Suite is the culmination of our efforts to assist companies in better understanding the customer experience within the contact center,&uot; said Dan Bodner, President and CEO of Comverse Infosys. &uot;With the introduction of our OpenStorage Portal, we put the voice of the customer in CRM. With the Customer Xperience Suite we have added e-mail and Web interactions, while adding the analysis that will make CRM the true information database from which customer relationships and strategies can be more effectively understood and managed.&uot;

Comverse Infosys, Inc., based in Woodbury, New York is a world leader in the development, manufacture and marketing of digital recording and monitoring systems with multiple applications for contact centers, public network providers, government and law enforcement agencies. The company's products are installed in financial institutions, customer service centers, telemarketing centers, and other contact centers worldwide. Comverse Infosys has a global presence with sales and support services across the U.S. and in 45 countries including Canada, France, Germany, Hong Kong, Israel, Japan, Mexico, Netherlands, Singapore and the United Kingdom. Comverse Infosys is a subsidiary of Comverse Technology, Inc., an S& 500 and NASDAQ-100 Index Company and the world's largest provider (through its Comverse Network Systems Division) of systems and software enabling enhanced services for wireless and wireline communications network operators. For more information on Comverse Infosys, Inc., visit Comverse at www.cominfosys.com.

Intelligent Recording, Customer Xperience Suite, OpenStorage Portal and ULTRA are trademarks of Comverse Infosys, Inc.