Contact Center University Expands Educational Offerings Under New Name; Aspect Communications' Educational Group Delivers CRM Training to Global Industry.

Business Editors/High-Tech Writers

ICCM Chicago 2000

SAN JOSE, Calif.--(BUSINESS WIRE)--Aug. 1, 2000

Aspect Communications Corp. (Nasdaq:ASPT), the leading provider of customer relationship portals, today announced the expansion of its vendor-neutral educational group under the new name of Contact Center University (CCU), formerly known as Call Center University. The new name reflects an evolution of educational offerings and course content, including the availability of distance learning programs and Web-based courses, to meet the needs of industry professionals managing a wide range of contacts, such as incoming and outgoing telephone calls, e-mails and Web interactions.

"As the number of communication channels that customers use to interact with companies increases, so does the need for professionals who know how to manage the interactions and the relationships formed by them successfully," said Pam Trickey, director of CCU. "We're expanding our offerings to meet this global industry's evolving challenges."

A new program addition, CRM Boot Camp, is an example of CCU's innovative offerings. This hands-on workshop teaches participants how to develop and implement a customer relationship management strategy that will help a company meet its revenue and service goals. The materials and activities address how the advent of multimedia communication puts a new spin on what contact centers need to do to manage their customer relationships. CCU instructors explore effective ways of combining staff, processes and technology to create consistent, positive experiences for customers.

Other courses available this summer and fall include Contact Center 101; Customer Service 101; Issues in Outbound and Blended Contact Centers; Contact Center Math; Measuring, Managing and Motivating Agents; The Business of Contact Centers; Understanding Contact Center Technology; Recruiting, Hiring and Training; Forecasting and Scheduling; Performance Measurement and Management; and Business Case Development.

All of CCU's programs are based on adult learning principles and processes. The group's approach to learning is tailored to the needs of the individuals and organizations served and promotes the exchange of ideas, tools and techniques in a highly interactive environment.

Senior customer contact center consultants from Aspect work with professional instructional designers to research, design and deliver CCU educational programs that set a new industry standard. Aspect consultants have provided contact center and telecommunications education to more than 12,000 professionals around the world over the past 20 years.

Contact Center University

Contact Center University (CCU) is an independent business unit of Aspect Communications. CCU offers courses that provide contact center professionals with a fresh perspective on critical management concerns and keep them up to date on the practical applications of new and emerging technologies. All CCU offerings are delivered in major cities worldwide and are also available for on-site delivery.

CCU's position since 1997 has been to function as the de facto standard for call center certification until a third-party, industry-recognized certification body established certification guidelines. With the creation of the Call Center Industry Advisory Council (CIAC) in 1998, CCU certification programs were aligned to meet the broad CIAC competency standards. CCU has signed an alliance partner agreement to support the CIAC's work in establishing industry-standard certification for call center professionals. The CIAC plans to introduce the first certification award, for call center management, at the Incoming Call Center Management Conference & Exposition in Chicago, on Aug. 2. For more information about CCU, visit the group's Web site at http://www.contactcenteru.com or call 615/221-6850.

Aspect Communications

Aspect Communications Corp. is the leading provider of customer relationship portals, a software platform for building and deploying eCRM applications that enable businesses to ensure consistent interactions with their customers from one centrally managed eBusiness system. Aspect's leadership position in customer relationship management solutions is based on its 15-year history and more than 7,600 customer contact center implementations. Aspect is headquartered in San Jose, with offices in major cities worldwide. For more information about Aspect, visit the company's Web site at http://www.aspect.com or call 877/621-3692.

Note to Editors: Aspect, the Aspect logo and the phrase "The Starting Point for eBusiness" are trademarks and/or service marks of Aspect Communications Corp. in the United States and/or other countries. All other product or service names mentioned in this document may be trademarks of the companies with which they are associated.