HP Introduces Customer Contact Manager Version 5.5.

PALO ALTO, Calif.--(BUSINESS WIRE)--April 5, 1999-- Hewlett-Packard Company today announced Version 5.5 of its HP Customer Contact Manager (CCM) advanced computer-telephony integration (CTI) software. HP CCM allows call centers to efficiently manage customer interaction across multiple customer contact channels, such as voice, fax, the Web and e-mail.

HP CCM is a key component of the HP Smart Contact program, which offers solutions for building advanced customer contact centers. With new functionality driven by customer demand, the extended feature set of HP CCM 5.5 includes the following: -0-

--   High-availability solutions for Microsoft(R) Windows NT(R) --
     Customer contact centers require 24x7 availability for quick and
     efficient delivery of customer services. This enhanced version of
     HP CCM provides high availability for Windows NT-based solutions
     through use of Microsoft Cluster Server (MSCS, also known as
     "Wolfpack"). HP CCM 5.5 also provides highly available solutions
     for HP-UX through HP's MC/ServiceGuard technology.

--   New ActiveX components for rapid application development -- In
     order to provide maximum flexibility and speed of deployment, HP
     CCM 5.5 offers ActiveX desktop components for agent management,
     softphone management and other common desktop functions.

--   Enhanced statistics and reporting -- HP CCM 5.5 offers extensive
     statistics and reporting that allow managers to effectively
     monitor and control their customer-service options. These
     statistics and reports are independent of the underlying
     telephony equipment and provide companies with a clear and
     comprehensive view of contact-center activities.

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"Within the mission-critical environment of the call center, cutting down reaction time is a top priority," said Judith Hurwitz, president of the Hurwitz Group. "Companies are looking for approaches to help them streamline their systems, improve their operating speed and build their customer loyalty."

Through its open architecture and support for standards such as the Microsoft Windows Telephony Applications Programming Interface (TAPI) 2.1, HP CCM 5.5 provides seamless integration with best-in-class software, hardware and services from HP and its partners. HP CCM provides connectivity to a wide range of switches, including those from Lucent, NorTel Networks, Ericsson, Alcatel, Aspect and Siemens. Integrated application partners include Vantive, Siebel Systems, Remedy, ALLTEL and many others.

"HP CCM 5.5 enables call centers to reduce their development and integration time, access customer information more quickly and efficiently, and obtain a competitive advantage," said Karen Rogge, general manager of HP's Customer Relationship Management Business Unit. "The enhanced infrastructure of HP CCM 5.5 helps companies to deploy and maintain the most efficient contact centers in the world."

"The customer-service landscape is changing," said Mark Lee, product manager for Windows Communications at Microsoft Corporation. "In order to stay competitive, companies need to be responsive to their customers twenty-four hours a day via a variety of media. HP's enhanced CCM for Windows NT Server makes high availability a high priority to maximize customer satisfaction and provide value to the organizations using the product."

HP's call-center solution is currently deployed in production sites worldwide for customers in such industries as telecommunications, manufacturing, financial services and utilities.

Information on Smart Contact can be found at http://www.hp.com/go/smartcontact.

About HP

Hewlett-Packard Company is a leading global provider of computing, Internet and intranet solutions, services, communications products and measurement solutions, all of which are recognized for excellence in quality and support. HP has 122,800 employees and had revenue of $47.1 billion in its 1998 fiscal year.

Information about HP, its products and the company's Year 2000 Program can be found on the World Wide Web at http://www.hp.com.

Microsoft is a U.S. registered trademark of Microsoft Corp.

Windows NT is a U.S. registered trademark of Microsoft Corp.