Retevision of Spain Deploys GeoTel Technology; Customer-support Strategy Optimized through Customer-profile Routing; Cystelcom Providing Systems Integration Services.

LOWELL, Mass.--(BUSINESS WIRE)--Nov. 23, 1998--GeoTel Communications Corporation (NASDAQ:GEOC), a leading provider of customer-interaction software solutions for mission-critical call center applications, today announced that Retevision, a Barcelona-based, global, multimedia telecommunications company, has deployed GeoTel's Intelligent CallRouter(tm) (ICR) software throughout its call center enterprise. This installation enables Retevision to provide an unprecedented level of service responsiveness as part of a recent customer-support initiative. Madrid-based GeoTel distributor Cystelcom is providing systems integration support to Retevision as part of the deployment.

Retevision is using the ICR's advanced Post-Routing(tm) functionality - which enables intelligent call distribution in a private or IP network - to route each incoming call to the right resource the first time. The GeoTel platform segments callers by integrating the calling line ID (CLID) and subscriber identification with information extracted from a customer-profile database. The system's skill-based routing capabilities then allow Retevision to provide customized services to residential, commercial, international and cellular customers - further differentiated by seven languages and regional dialects. In addition, the ICR normalizes and consolidates call center and transaction data gathered during this process for comprehensive, enterprise-wide reporting.

Specifically, the GeoTel solution enables Retevision to:

-- Achieve significant call center economies by intelligently distributing every call across geographically dispersed call centers based on CLID, subscriber ID, customer profile, service-level agreement, agent availability and language;

-- Deploy real-time control over call-distribution logic through user-friendly call and data routing scripts based on calling patterns, customer requirements, language, agent availability and call center performance;

-- Initiate real-time consolidated reporting on all call center and transaction management parameters at an enterprise level.

"The ICR's intelligent Post-Routing capabilities enable Retevision to conduct a highly personalized transaction with each customer, giving us a significant competitive advantage in our market," said Rafael Domene, director, Retevision. "At the same time, having an enterprise view of our sites, coupled with the ability to consolidate performance data across platforms, has allowed us to notably enhance operational efficiencies. With GeoTel, there was no trade-off: We improved service to Retevision customers while simultaneously lowering call center costs."

"GeoTel and Cystelcom are bringing a unique technology offering to the marketplace," noted Manuel Cuenca, chief operating officer, Cystelcom. "With the ICR, service-oriented companies such as Retevision are now able to cost effectively meet the expectations of customers on an individual basis. In addition, the scalability of the GeoTel platform enables Retevision to implement screen-pop, Internet, IVR and other applications based on market demand for these customer-interaction options."

"We are pleased to be delivering the powerful combination of GeoTel ICR technology and Cystelcom's integration services to Retevision," said Pat Kelly, vice president of carrier and international sales, GeoTel Communications. "Our alliance with Cystelcom allows us to provide the Spanish marketplace with a robust solution that helps maximize competitive advantage and drive business performance. Together, we are working to continue enhancing Retevision's ability to provide superior service and support to its rapidly growing customer base."

The ICR is a flexible, open platform that collects information from an enterprise of attached peripherals, which includes multiple networks, databases, ACD/PBX platforms IVRs and Web Servers. Data elements gathered can include dialed number, calling line ID and caller-entered digits, as well as information extracted from external databases or created as a result of the call routing process. The GeoTel platform then delivers these data to a server or directly to a desktop application for use with an agent screen pop.

About Retevision

Retevision is a global multimedia operator of telecommunications. In this capacity, Retevision provides voice and data services such as providing alternate long distance, intra-state telephone access and video conferencing. Retevision has traditionally been a provider of television signals but through its multimedia offerings, Retevision is offering additional television and video services to the Spanish marketplace.

About Cystelcom

Cystelcom is a Madrid-based distributor of GeoTel software. The company specializes in CTI solutions and technologies for the call center. In addition, Cystelcom has provided customers with turnkey solutions while acting as systems integrator and developer in the call center environment. Cystelcom distributes GeoTel products throughout Spain.

About GeoTel Communications

GeoTel Communications Corporation (NASDAQ:GEOC), with headquarters in Lowell, Mass., is a leading global provider of customer-interaction software solutions for mission-critical call center applications. The Company's full-featured Computer Telephony Integration (CTI) products create an enterprise-wide customer-interaction platform by integrating multi-vendor networks, automatic call distributors, voice response systems, databases, desktop applications and other resources. Solutions are provided for single-site, multi-site and network service provider deployments. GeoTel customers include some of the world's largest users of telecommunications and technology services. The Company's software is distributed via a direct sales organization with offices throughout the U.S., Europe and Asia-Pacific, and through selected business partners. GeoTel product and Company information is located on the World Wide Web at http://www.geotel.com.

Copyright (c) 1998 GEOTel Communications Corporation. All rights reserved. GEOTel, Intelligent CallRouter, Pre-Routing and Post-Routing are trademarks of GeoTel Communications Corporation registered in the United States and other jurisdictions. Network Intelligent CallRouter, Site ICR, GEOTEL stylized logos and all product names in the GEOTEL product family are trademarks of GEOTEL Communications Corporation. All other company and product names are trademarks or registered trademarks of their respective holders. The information in this document is subject to change without notice. Printed in the United States of America.

Statements in this press release that are not based on historical facts, such as statements regarding GeoTel's business outlook and customer orders, may be considered forward-looking statements that involve risks and uncertainties. The Company's actual results may differ materially from the results discussed in these forward-looking statements. Factors that could cause or contribute to such differences include, without limitation, changes in the market, new products and announcements from other companies, changes in technology, and the impact of competitive products and pricing. Additional information on the factors that could affect the Company's financial results is included in the Company's amended 1997 Form 10-K which is filed with the Securities and Exchange Commission.