Melita and GeoTel Join Forces to Integrate Inbound and Outbound Applications Across Multiple Call Centers; Melita International Announces a Strategic Alliance with GeoTel Communications Corporation.

ATLANTA--(BUSINESS WIRE)--Jan. 6, 1997--By interfacing Melita's Dynamic Inbound/Outbound(TM) capability and GeoTel's Intelligent CallRouter(R) (ICR) software, Fortune 1,000 companies can develop an enhanced corporate call distribution strategy based on real-time calling patterns, answering resource status and outbound call campaign requirements.

This virtual team concept results in the dynamic allocation of agent resources based on enterprise wide, real-time incoming call activity, agent availability, and call center service levels, thereby giving priority to inbound call demand over outbound calls.

Increased agent availability also contributes to enhanced customer service at a lower cost as achieved by delivering each call to the most appropriate answering resource. This occurs by Melita International(R) and GeoTel Communications providing customers call processing technology that transforms geographically distributed agent groups, connected to different ACDs, into one large virtual team.

This joint call center solution allows companies to fully utilize agents in a blended inbound/outbound call center environment across multiple sites. For example, as inbound call volume increases, then inbound calls can be prioritized over the placement of outbound calls.

According to J. Neil Smith, president of Melita, "Our relationship with GeoTel contributes to a call center solution that provides prompt delivery of calls to the right agents, independent of their location, or chosen switch provider. We're looking forward to working closely with GeoTel to provide productivity solutions that enhance people-to-people communications."

"Today's businesses require an integrated, best-of-class approach for effectively managing their call distribution strategy," said Lou Volpe, senior vice president of sales and marketing, GeoTel Communications Corporation.

"The combination of Melita's call management solutions with our intelligent call routing software will provide corporate customers a highly effective means of managing, accessing, and distributing calls throughout their global enterprise of answering resources."

The GeoTel ICR is an enterprise wide, intelligent call routing system that links multiple, geographically dispersed call centers. Through its ability to provide call-by-call routing across different ACD platforms and 800 numbers providers, the ICR creates a virtual call center network.

GeoTel is the only enterprise wide call distribution system to exceed the rigorous certification standards of the three major U.S. interexchange carriers: AT&T, MCI, and Sprint. The ICR also supports interface protocols for Lucent DEFINITY, Northern Telecom Meridian 1, Aspect CallCenter, and Rockwell Galaxy and Spectrum ACDs.

GeoTel Communications Corporation (NASDAQ: GEOC), with headquarters in Littleton, Mass., is a global provider of telecommunications software products that enable customer-oriented companies to deliver a high level of customer service responsiveness through enhanced call routing technology.

GeoTel's flagship software product, the Intelligent CallRouter, is an enterprise wide, fault tolerant, open solution that creates a virtual call center network from groups of geographically dispersed agents.

GeoTel customers include some of the world's largest users of telecommunications and technology services, such as American Express, Delta Air Lines, Spiegel, and USAir. GeoTel product and company information is located on the World Wide Web at http://www.geotel.com .

Founded in 1979, Melita International provides integrated inbound/outbound call center solutions designed to reduce operating costs and increase productivity for the telemarketing, collections, and customer service industries.

With over 1600 installations worldwide in more than 20 countries, Melita is truly the global leader in call center automation technology. Products include PhoneFramer CS, a client/server based call management system and MAGELLAN(TM), a front-end scripting application that integrates multiple data sources into a single system image view.

Headquartered in Norcross, Georgia, Melita is known for its unique Customer Care(SM) philosophy and commitment to providing advanced business solutions for the call center industry. For more information, contact Melita at 5051 Peachtree Corners Circle, Norcross, Ga. 30092; phone [phone]; Internet: www.melita.com . -0-

Note to Editors: Melita, Melita International, MAGELLAN, ActionPACT, PowerPACT, PhoneFrame,and Customer Care are trademarks or registered trademarks of Melita International Corporation. Intelligent CallRouter is a registered trademark of GeoTel Communications Corporation.

CONTACT: Melita International

Ginny Fisher, 800/635-4821

or 770/409-4549

[e-mail]

or

GeoTel Communications

Nancy Pieretti, 508/486-1149

[e-mail]