CorporaTel Partners With Servicesoft to Provide Its Customers With the Industry's First Knowledge-Driven Fully-Enabled Contact Center.

Business/Technology Editors

HALIFAX, Nova Scotia--(BUSINESS WIRE)--March 3, 2000

Partnership Creates Intelligent eService

Solution for Contact Centers

CorporaTel, a leading provider of outsourced customer service programs and Servicesoft Technologies, Inc., a leader in Intelligent eService solutions, today announced a strategic partnership agreement. The integrated CorporaTel/ Servicesoft solution is a fully enabled knowledge-driven contact center and one of the first outsourced offerings of its kind in the call center market. Under the terms of the agreement, CorporaTel's multilingual contact service bureau will integrate Servicesoft's eCenter(tm) into its services, creating a complete online customer relationship management system.

The new Servicesoft-enabled Contact Center is fully deployed at CorporaTel offices in Nova Scotia, New Brunswick, and British Columbia and enables CorporaTel's traditional call centers to incorporate customers' eBusiness programs into their service offerings.

Servicesoft's eCenter suite, a robust intelligent eService solution, has been seamlessly blended with traditional long distance/800 services to deliver a rich, multimedia, outsourced contact center program to CorporaTel's customers. The newly integrated solution empowers end-users to help themselves using a robust knowledge base while offering call center operators easy access to useful information at the touch of a button - saving time, money and avoiding unnecessary end-user frustration. Armed with smart answers CorporaTel call center operators can now provide accurate and real-time live support over the phone or Internet by using voice over Internet protocol (VOIP), a second phone line, co-browsing, online chat, or e-mail.

"This strategic partnership is an excellent example of an outsourcing customer service organization leveraging Servicesoft's intelligent eService solutions to build stronger relationships with existing customers through the provision of high-end, seamless call center services," said Chris Butler, president and CEO of Servicesoft. "The agreement also allows us to offer flexible deployment options to our customers. Depending on their individual needs, our customers can deploy Servicesoft solutions and blend them with their own call centers, or they can leverage CorporaTel's offering to speed deployment of a fully blended call center."

As e-commerce shapes the business model of the future, large enterprises and smaller dot-coms are challenged with balancing rapid eBusiness growth with customers' increasing needs and requirements. In an effort to meet this challenge and to provide quality eService to their customers, leading organizations are taking advantage of CorporaTel's outsourced customer service programs. With Servicesoft as a key technology partner, CorporaTel has transformed its traditional call centers into new fully enabled contact centers.

"As a result of our partnership with Servicesoft, CorporaTel is now able to deliver the industry's most robust, outsourced, Internet-based call center services across all of North America," said Chris Spencer, president of CorporaTel. "The Servicesoft/CorporaTel partnership allows us to expand our current market by offering more solutions to our customers. The blending of our services will provide customers with a state-of-the-art, knowledge-centric Internet Customer Support Solution."

About Servicesoft eCenter

A knowledge-driven eService solution, Servicesoft eCenter(tm) includes best-of-breed applications for self-help, e-mail response and live customer interaction. Servicesoft eCenter maximizes an organization's call center and e-commerce investments by easily integrating with the existing technology infrastructure, including automatic call distributors (ACD), customer relationship management (CRM) systems, databases, and e-commerce applications.

Servicesoft eCenter provides these capabilities through the following components:

--Servicesoft Web Advisor delivers intelligent self-service via the Internet and assisted service to customer service representatives delivering consistent, high-quality and easily accessible answers.

--Servicesoft E-mailContact enables organizations to manage and monitor the growing tide of inbound e-mail by leveraging the existing e-mail infrastructure with automated response and report generating capabilities to improve customer satisfaction.

--Servicesoft LiveContact humanizes the way businesses and customers communicate on the Internet. Designed using text chat, voice, and multimedia collaboration to create an environment built on personalized interaction.

About Servicesoft

Servicesoft (http://www.servicesoft.com) is a recognized leader in eService solutions. Its flagship product Servicesoft eCenter(tm) is a robust knowledge-driven eService solution that includes applications for self-help, e-mail response and live customer interaction. This comprehensive eService solution is crucial to enabling companies to leverage the promise of the Internet in achieving a paradigm shift in customer service to drive initial sales, generate loyal customers, obtain repeat business, and do it all more efficiently than traditional methods. Furthermore, Servicesoft eCenter maximizes an organization's call center and e-commerce investments by easily integrating with the existing technology infrastructure, including automatic call distributors (ACD), customer relationship management (CRM) systems, databases, and e-commerce applications. Major companies worldwide, such as Cisco Systems, Intel, Motorola, IBM, Eddie Bauer, GTE, Verio and NBTel rely upon the company's award-winning offerings. The company's partners include leading call center, system integration, and customer relationship management companies. Privately held, Servicesoft Technologies is headquartered in Natick, Mass., and has offices throughout the U.S., Canada, and Europe.

About CorporaTel

CorporaTel is a leading provider of outsourced customer service programs throughout North America. CorporaTel operates as a multilingual contact service bureau prepared to complete the total online customer relationship management system. The customer service component of the eCenter solution will provide users with the convenience of efficient, live Internet Customer Support via phone or directly over the Internet. Some key clients of CorporaTel include international banking and financial institutions, healthcare and pharmaceutical organizations, market research companies, tourism, manufacturing and telecommunications companies. CorporaTel is a privately held Canadian firm with locations from coast to coast and is a member of The CCL Group, an alliance of independently managed companies dedicated to providing world class strategic marketing and communications service. Continuous expansion and investment in technology and people drives the success of the organization. For more online information visit www.corporatel.ca.

Servicesoft, eCenter, Web Advisor, Knowledge Builder, E-mailContact and LiveContact are registered trademarks or trademarks of Servicesoft Technologies, Inc. All other brands and products referenced herein are acknowledged to be registered trademarks or trademarks of their respective holders.