Contact Center University Licenses Alliance Partner to Offer Course Curriculum to More Than 18,000 Representatives, Supervisors and Managers in 2001.

Business Editors/High-Tech Writers

SAN JOSE, Calif.--(BUSINESS WIRE)--Nov. 16, 2000

Aspect Communications' Educational Group to Provide

Contact Center Training for Information Exchange India's

Academies in USA and Major Indian Cities

Aspect Communications Corporation (Nasdaq:ASPT), the leading provider of customer relationship portals, today announced that Information Exchange India Ltd. (IEIL), a premier provider of eKnowledge services to corporations and institutions worldwide, has signed an agreement to be a Contact Center University (CCU) alliance partner. CCU, an independent educational division of Aspect Communications, is licensing IEIL as a partner to offer CCU's course curriculum through training academies in Troy, Mich., and major Indian cities. This alliance will pave the way for more than 18,000 contact center representatives, supervisors and managers in 2001 to build skills enabling their development into contact center professionals.

"We know that interaction with clients, coupled with the relaying of their feedback to the organization, is the key to ongoing improvement of customer relations and to the ultimate success of any enterprise," said Meera Radhakrishnan, director of IEIL. "Our affiliation with CCU makes possible training of the quality necessary to generate dedicated, competent professionals to staff our own and other contact centers around the world. The confidence in this offering comes from recognizing that CCU-certified professionals best know how to develop and maintain customer relationships for their employers."

IEIL has licensed the following courses from the standard CCU curriculum for instructor-led training delivery: Contact Center 101; Customer Service 101; The Business of Contact Centers; Understanding Contact Center Technology; Recruiting, Hiring and Training; Inbound Forecasting and Scheduling; and Performance Measurement and Management.

"By creating partnerships with established vendors in the global market, CCU and the partner are able to leverage a combination of experience and local presence to create a powerhouse contact center training solution," said Pam Trickey, director of CCU. "Our alliance with Information Exchange India will expose thousands of more people to the training programs we've developed and supported for this growing industry."

CCU tailors its training to the unique needs of the individuals and organizations served and promotes the exchange of ideas, tools and techniques in a highly interactive environment. Instructors explore effective ways of combining staff, processes and technology to create consistent, positive experiences for customers. The curriculum includes intensive coaching in staffing, performance management, equipment optimization, communication and customer service skills, problem-solving techniques, stress management and people management and motivation.

Information Exchange India Ltd

Information Exchange India Ltd. (IEIL), Chennai, is a closely held public limited company incorporated in 1996. The main objective of the company is to offer online information services as a public utility.

Infexchange's unique twin access (AAudioweb/Netweb) data warehouse services will offer fully automated online services covering information, communication, response management, transactions and application services. A transaction network integrated with Infexchange in each metro/mini metro will provide virtual/voice commerce. The services will be offered around the clock without any breaks or holidays. The business will be cross-linked with visual and print media for effective usage as well as increased revenue earnings.

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. CCU offers its partners and customers the following strategic advantages: rapid deployment of world-renowned training, access to leading-edge content, globally certified contact center trainers, existing procedures and tools, brand recognition, industry knowledge and experience, proven instructional design, content and materials, validated assessment tools and experience in delivery techniques. All CCU offerings are delivered in major cities worldwide and are also available for on-site delivery. 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 Corporation 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, Calif., with offices in major cities worldwide. For more information about Aspect, visit the company's Web site at http://www.aspect.com or call 1-877-621-3692.

Note to Editors: Aspect, the Aspect logo, the phrase "The Starting Point for eBusiness," and the phrases and marks relating to other Aspect products and services discussed in this press release constitute one or both of the following: (1) registered trademarks and/or service marks of Aspect Communications Corporation in the United States and/or other countries or (2) intellectual property subject to protection under common law principles. All other names and marks mentioned in this document are properties of their respective owners.

Statements in this press release that are not purely historical are forward-looking statements, including any statements regarding beliefs, plans, expectations, or intentions regarding the future. Examples include, but are not limited to, statements regarding: the IEIL alliance paving the way for more than 18,000 contact center representatives, supervisors and managers in 2001 to build skills enabling their development into contact center professionals, and our products' abilities to enable businesses to ensure consistent interactions with their customers from one centrally managed eBusiness system. Because such statements deal with future events, they are subject to various risks and uncertainties, and actual results could differ materially from the company's current expectations. Factors that could cause or contribute to such differences include, but are not limited to: the impact of economic weakness in geographic regions of the world; difficulties in staffing and managing foreign operations; any unforeseen technical difficulties or product errors related to our products or connectivity to third parties' telephony, front-office and back-office systems; and other factors and risks discussed in the company's Annual Report on Form 10-K for the year ended December 31, 1999, the company's Quarterly Report on Form 10-Q for the quarter ended September 30, 2000, and other filings with the United States Securities and Exchange Commission. The company assumes no obligation to update information concerning its expectations.