HP and ALLTEL Complete Advanced Call-Center Solution for Harris Bank.

PALO ALTO, Calif.--(BUSINESS WIRE)--April 20, 1999--

HP and ALLTEL Technology Enable Harris Bank to Provide Consistent,

High-quality Service Using Computer Telephony Integration 

Hewlett-Packard Company today announced the recently completed installation of its Customer Contact Manager (CCM) Computer Telephony Integration (CTI) software and ALLTEL's Call Center Workstation (CCW) at Harris Bank. The new installation delivers advanced services to the bank's customers.

The HP and ALLTEL solution links Harris Bank's systems and consolidates its call centers into a single location, enabling the bank to provide consistent information and services to its customers across three delivery channels -- the branch, the call center and the Internet.

"We turned to HP and ALLTEL because of their experience and ability to produce a complete solution, rapidly and reliably," said Carlos Touza, vice president of Harris Bank's Client Contact Center. "Together, they tailored the call-center solution to fit our needs."

During the first nine months of the project, ALLTEL set up the call center and implemented the CCW application. At the end of the project, because of HP CCM's open-systems design and extensive API set, ALLTEL was able to install the application to link the bank's call-center telephone system to its information systems in only 60 days.

"The integration of HP CCM and ALLTEL CCW enables Harris Bank to create and manage a complete record of all critical customer-contact information throughout the bank's delivery channels," said Karen Rogge, general manager of HP's Customer Relationship Software Program. "Harris Bank's new, centralized call center provides a consistent and higher level of service to customers and increases agent productivity."

"This is a perfect example of two partners merging their individual strengths to create an unequaled solution for the market," said Keith Henkel, managing director of Information Service and Delivery for ALLTEL. "The combination of advanced technologies from ALLTEL and HP makes it possible for call-center agents to answer service requests easily and quickly."

Solution Increases Productivity, Customer Satisfaction and Sales Opportunities

According to Harris Bank, the HP and ALLTEL solution enables it to answer 550,000 calls per month, more than 100,000 of which are routed to customer-service agents. When Harris Bank customers identify themselves via the voice response unit (VRU) and request to speak to a customer service representative, HP CCM retrieves the customer record and simultaneously routes both the caller and the caller's data to an agent, saving between 10 and 20 seconds per call.

According to Harris Bank, the ability to track customer contact through the call center and offer "one-call resolution" of customer issues has increased both customer satisfaction and sales opportunities. The call center handles all customer service inquiries while the branches concentrate on their primary functions of providing and marketing the bank's services.

Information on HP Smart Contact can be found on the World Wide Web at http://www.hp.com/go/smartcontact.

HP CCM for Computer Telephony Integration

HP CCM offers solutions for building advanced call centers. HP CCM enables call centers to manage customer interactions across multiple contact channels. The robust feature set of HP CCM includes next-generation outbound dialing with inbound blending, advanced virtual-call-center capability extensions and support for Microsoft(R) Windows NT(R) Server.

ALLTEL CCW

ALLTEL's CCW is a Microsoft Windows NT-based software tool developed with client/server technology to streamline call-center customer-service functions. Application features include electronic customer file folders for instant access to customer information and "telehelp" access to procedures, standards and answers to customer questions.

About HP

Hewlett-Packard Company -- a leading global provider of computing and imaging solutions and services for business and home -- is focused on capitalizing on the opportunities of the Internet and the proliferation of electronic services. HP had computer-related revenue of $39.5 billion in its 1998 fiscal year.

HP plans to launch a new and independent measurement company consisting of its industry-leading test-and-measurement, components, chemical-analysis and medical businesses. These businesses represented $7.6 billion of HP's total revenue in fiscal 1998. With leading positions in multiple market segments, this technology-based company will focus on high-growth opportunities such as communications and life sciences.

HP has 122,800 employees worldwide and had total 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.

Note to Editors: Microsoft is a U.S. registered trademark of Microsoft Corp. Windows NT is a U.S. registered trademark of Microsoft Corp.