Convergys Advances CRM Technology Offerings With New eCRM Business Unit.

Business Editors

CINCINNATI--(BUSINESS WIRE)--May 10, 2000

Global Leader in Billing and Customer Contact Centers Enhances

Web-Enabled Customer Relationship Management (eCRM) Services

Convergys now handling web-initiated customer contacts for 30+ clients

Convergys received more than 1.5 million

web-initiated contacts in 1999

Convergys Corporation today announced the expansion of its CRM offerings with a new eCRM Business Unit focused exclusively on bringing web-enabled Customer Relationship Management (eCRM) solutions to its clients at all points of contact. Convergys, which has been providing CRM to many Fortune Top 50 clients since 1988, is building on its unequaled experience and expertise as the world's largest provider of billing and customer contact centers, to create a broad-based organization whose sole charter is advanced eCRM.

The eCRM business unit is responsible for the evolution of Convergys' 39 call centers into integrated, fully web-enabled, multichannel contact centers (MCCC) and the technical development of analytic eCRM through strategic partnerships, and the acquisition and implementation of best-of-breed technologies. Already the eCRM group has formed alliances with - and made equity investments in -

-- Kana Communications, (Nasdaq:KANA) a premium provider of

customer communication software and services for

eBusinesses, and

-- Neuromedia, an acknowledged leader in automated

natural-language sales and customer service solutions for

the Web such as "virtual service representatives (VSRs)."

Convergys is leveraging its unparalleled experience as the largest provider of information and customer management services in the world to offer a full suite of web-enabled eCRM solutions. These offerings integrate multiple contact channels (e-mail management, text chat, call back, VSRs, and click-to-live technologies) with data warehousing and mining as well as live agent staffing. Convergys is currently supporting web-initiated customer contacts for more than 30 clients and handled more than 1.5 million web-initiated contacts in 1999. The corporation expects that number to climb to more than 5 million contacts in 2000.

"Because we already handle more than 1.3 million customer contacts each day, we have a unique and fundamental understanding of the challenges our clients face in evolving to eCRM. We are prepared to enhance their success through our advanced integration capabilities and our customer interaction knowledge," said Basil Bennett, president of Convergys' eCRM Business Unit. "We are utilizing multichannel contact centers to enable our clients to maximize their customer relationships and contacts and to realize increased value with each one of those contacts across the entire enterprise." (A digital photo of Mr. Bennett is available).

"Convergys has been developing a complete arsenal of eCRM products over the past several years, solidifying alliances with companies such as Kana, Neuromedia, and iSoft," said Katrina Menzigian, program manager for CRM and Call Center Services for International Data Corporation. "The announcement of the new Convergys eCRM Business Unit further demonstrates the attention this company has paid to providing technologically innovative web solutions to its clients as a means of increasing customer satisfaction and ultimately strengthening company revenues."

Convergys is uniquely positioned to provide today's industry leaders with the advanced technology and outsourced services they need to touch customers anywhere, anytime, and through any medium. That supports Convergys' strategy of moving further and faster into the web-enabled eCRM space to help its clients create a comprehensive and holistic approach to managing their customer base across both traditional and new contact channels throughout the customer life cycle. The eCRM organization is focused on evaluating new technology and integrating the appropriate solutions into its MCCCs to offer clients the most efficient and effective customer contacts possible.

About Convergys

Convergys Corporation (NYSE:CVG) is the global leader in providing outsourced, integrated, billing and customer care services, bringing together world-class resources and expertise to help clients transform customer relationships into a competitive advantage.

Convergys software produces more than one million bills each day, and Convergys customer contact centers handle more than one million calls each day.

Convergys (SM) provides billing, customer care, and employee care services to the top companies in a wide range of industries, including communications, Internet, cable and broadband services, technology, consumer products, financial services, utilities, healthcare and hospitality.

Headquartered in Cincinnati, Ohio, Convergys employs over 42,500 people in its 39 customer contact centers and in its data centers and other offices in the United States, Canada, Israel, and Europe. Convergys is on the Internet at convergys.com

Convergys is pronounced: kun VER jis. Convergys and the Convergys logo are service marks of Convergys Corporation.